Staff Technical Program Manager, CX Agent Experience

Coinbase, Inc.; Providence (RI); On-site; USD 176,000 - 207,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Coinbase, Inc. is seeking a Staff Technical Program Manager to own program delivery for the Agent Cockpit platform used by compliance teams.

You will coordinate cross-functional delivery across Engineering, Product, Security, Payments, and CX leadership to ensure reliable, scalable tools for investigators and agents. The role emphasizes driving dependency management, security readiness, performance improvements, and operational risk workflows in a regulated environment, using Agile/Lean methods

Qualifications

• 8+ years of technical program management experience in platform or internal-tools environments.
• Experience coordinating engineering dependency management and API migrations across teams.
• Drive security reviews, launch-readiness processes, and operational risk workflows in production.
• Experience in regulated or compliance-heavy environments with internal users.
• Experience applying Agile/Lean frameworks and managing technical backlogs and PRDs.
• Uses generative AI responsibly with human oversight.

Responsibilities

• Own the program management framework for Agent Cockpit, including roadmap tracking and prioritization.
• Coordinate dependencies and platform migrations across teams.
• Lead launch readiness, security reviews, testing governance, and risk management.
• Partner with Engineering on reliability, observability, and performance programs.
• Manage cross-functional alignment across Engineering, Product, Security, Payments, and CX leadership.
• Support agent enablement with access guidance and runbooks.

Skills

Technical program management

Cross-functional leadership

Security reviews

Agile delivery

Regulated environments

API migrations

AI governance

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.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• 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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