Staff Technical Program Manager, CX Agent Experience

Coinbase; Madison (WI); Hybrid; USD 176,000 - 207,000; Full time

Job summary

Coinbase is a remote-first, intensely focused company building the future of finance. The Enterprise Applications & Architecture team delivers internal platforms that scale Coinbase operations.

As a Staff Technical Program Manager for the Compliance CX Agent Experience, you will own delivery for Agent Cockpit, the internal tool used by investigators to review cases and access data. You will manage roadmap tracking, dependency coordination, security review coordination, testing governance, and

Qualifications

• 8+ years of technical program management experience in platform or internal-tools environments.
• Proven experience coordinating engineering dependency management and API/interface migrations.
• Drive security reviews, launch-readiness, and operational risk workflows in production.
• Experience in regulated or compliance-heavy environments with internal users.
• Experience applying Agile/Lean delivery frameworks to technical backlogs.
• Ability to translate complex technical work into clear delivery plans.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own the program management framework for Agent Cockpit, including roadmap tracking and sprint planning.
• Coordinate technical dependencies and platform migrations across teams.
• Lead launch readiness, security coordination, and production approvals.
• Partner with Engineering on reliability, observability, and performance programs.
• Manage cross-functional alignment with Engineering, Product, Security, Payments, and CX.
• Support agent enablement through runbooks and access guidance.

Skills

Extensive PM experience

Cross-functional leadership

Security reviews

Regulated/compliance focus

Agile/Lean delivery

AI governance

Internal tools experience

Stakeholder communication

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

The Enterprise Applications & Architecture (EAA) Business Unit Delivery team builds and operates the internal platforms that help Coinbase scale. Within EAA, the Compliance CX Agent Experience team owns Agent Cockpit, the primary internal platform used by Coinbase's compliance agents and investigators to review cases, communicate with customers, access account and transaction data, and resolve compliance-related support queries. As a Staff Technical Program Manager, you'll own program delivery for this complex, high-impact platform, driving cross-functional execution to ensure agents and investigators have reliable, performant tools every day.

What you'll do:

• Own the program management framework for Agent Cockpit, including roadmap tracking, intake and prioritization, sprint planning, dependency management, and cross-team delivery execution.

• Drive technical dependency coordination and platform migrations, translating upstream system changes (API deprecations, service integrations, data model changes) into internal delivery plans and engineering asks.

• Lead launch readiness and operational risk management, owning security review coordination, production approvals, testing governance, and escalation when critical-path items stall.

• Partner with Engineering on reliability, observability, and performance programs, including system health metrics, load testing, capacity planning, and backend monitoring to ensure platform stability at scale.

• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership, owning the rolling intake process for partner team requests and communicating prioritization decisions.

• Support agent enablement by maintaining access patterns, JIT flows, role-based access guidance, and operational runbooks for agents, team leads, L&D, and partner engineering teams.

Required Skills and Experience:

• 8+ years of technical program management experience, including leading complex, multi-stakeholder programs in platform or internal-tools environments.

• Proven experience coordinating engineering dependency management and API/interface migrations across teams when upstream platforms change, with the ability to translate technical complexity into clear delivery plans.

• Demonstrated ability to drive security reviews, launch-readiness processes, and operational risk workflows in production environments, including capacity planning, observability, and performance measurement.

• Experience working in regulated or compliance-heavy environments with internal users such as investigators, agents, or operations teams, operating as the sole program leader across highly technical stakeholders.

• Experience applying Agile, Lean, or similar delivery frameworks to real‑world execution, with experience managing technical backlogs and writing technical PRDs.

• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$176,035—$207,100 USD

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
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• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
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