Remote-First CX AI & Intelligence TPM

Coinbase; Annapolis (MD); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own program management across CX Ops, CX Programs, Product/Engineering, and Analytics. You will help transform Coinbase Customer Support into an AI-powered, highly efficient operation and serve as the connective tissue between CXI's intelligence layer and the engineering and product teams.

The role requires 10+ years in TPM/PM roles, proven ability to lead cross-functional initiatives with ambiguous scope, fluency

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles.
• Experience transforming CX functions with automation and AI central to roadmaps.
• Proven ability to size work, manage dependencies, and ship complex initiatives.
• Fluency with AI/ML systems, data pipelines, CX technologies, and BI tools.
• Experience partnering with Product, Engineering, Analytics and Operations in fintech contexts.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority CX initiatives.
• Own a portfolio of agent tooling and SaaS initiatives including AI automation and analytics infrastructure.
• Uncover CX opportunities with ambiguous problems and align leadership on resource allocation.
• Own opportunity sizing, set quarterly KR targets, and report OKR performance.
• Drive process documentation for change management across CX tooling.
• Innovate with AI and drive AI-first solutions to improve CX outcomes.

Skills

Program management

Cross-functional leadership

AI/ML systems

Data analytics

Fintech knowledge

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own program management across CX Ops, CX Programs, Product/Engineering, and Analytics. You will help transform Coinbase Customer Support into an AI-powered, highly efficient operation and serve as the connective tissue between CXI's intelligence layer and the engineering and product teams.

The role requires 10+ years in TPM/PM roles, proven ability to lead cross-functional initiatives with ambiguous scope, fluency