Remote Technical Program Manager, CX Intelligence & AI

Coinbase; Montgomery (AL); Hybrid; USD 212,000 - 250,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Equity and bonus eligibility

Job summary

Coinbase is seeking a seasoned Technical Program Manager for CX Intelligence & AI to lead cross-functional programs across CX Ops, product, engineering, and analytics. You will own the roadmap, drive AI-powered enhancements, and ensure timely delivery of high-impact initiatives that transform customer support.

The role requires 10+ years in technical program management, fluency with data platforms, and the ability to translate customer insights into scalable improvements.

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments.
• Proven ability to uncover CX and customer opportunities where the problem or solution is not well understood.
• Strong track record of cross-functional leadership across engineering, product, analytics, and operations.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges.
• Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, analytics infrastructure, and support channel strategy.
• Independently uncover CX and customer opportunities, drive alignment with leadership to shift resources or launch new projects.
• Own opportunity sizing, define north-star metrics, and set quarterly targets for shared KR s with product managers, while managing OKR reporting.
• Drive business process documentation to ensure proper change management and rollout of tooling and automation changes across CX.
• Innovate with technology and drive AI-first solutions to improve CX outcomes.

Skills

Technical program management

Cross-functional leadership

AI/ML systems

Analytics & data

Tools

Looker

Snowflake

SQL

Job description

Coinbase is seeking a seasoned Technical Program Manager for CX Intelligence & AI to lead cross-functional programs across CX Ops, product, engineering, and analytics. You will own the roadmap, drive AI-powered enhancements, and ensure timely delivery of high-impact initiatives that transform customer support.

The role requires 10+ years in technical program management, fluency with data platforms, and the ability to translate customer insights into scalable improvements.