Remote Technical Program Manager, CX Intelligence & AI

Coinbase, Inc.

Harrisburg (Dauphin County)

Hybrid

USD 212,000 - 250,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Coinbase, Inc. is seeking a Technical Program Manager for CX Intelligence & AI. You will own cross-functional execution across CX Ops, Programs, Product/Engineering, and Analytics to transform customer support into an AI-powered, efficient experience.

You will partner with Engineering to deliver high-priority initiatives, define success metrics, and manage complex programs with multiple dependencies. The role requires leadership across product areas and a focus on data-driven outcomes.

Qualifications

10+ years of experience in technical program management or related roles.
Experience supporting CX engineering teams or transforming CX functions.
Fluent with AI/ML systems and analytics tools.

Responsibilities

Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and roadmaps for CX challenges.
Own a portfolio of agent tooling and SaaS initiatives across AI automation, analytics, and support channel strategy.
Independently identify CX opportunities, align with leadership, and shift resources or launch new projects as needed.
Define north-star metrics, set quarterly targets for shared OKRs, and report program performance to leadership.
Drive documentation for change management and rollout of tooling and automation changes.
Innovate with AI and automation to improve CX outcomes across responsibilities.