Technical Program Manager — AI-Driven CX Intelligence

Coinbase, Inc.; Charleston (WV); Remote; USD 212,000 - 250,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own the program management across CX Ops, Programs, Product/Engineering, and Analytics. Lead cross-functional execution to transform Coinbase Customer Support into an AI-powered, efficient experience.

You will define roadmaps, manage milestones, and drive strategic initiatives with engineering, analytics, and leadership, while ensuring alignment on OKRs and KPIs.

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex tech environments.
• Experience building or transforming a CX function with automation/AI central to roadmaps.
• Ability to partner with Product, Engineering, Analytics, and Operations to translate insights into roadmap changes.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority CX initiatives.
• Own a portfolio of agent tooling, AI automation, and analytics infrastructure.
• Uncover CX opportunities with ambiguous problems and align leadership on priorities.
• Define north-star metrics and quarterly targets for OKRs with product managers.
• Drive change management and rollout of tooling and automation across CX.
• Leverage AI capabilities to improve CX outcomes while maintaining human oversight.

Skills

Technical program management

AI/ML systems

Cross-functional collaboration

Data-driven decision making

Analytics and BI tools

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own the program management across CX Ops, Programs, Product/Engineering, and Analytics. Lead cross-functional execution to transform Coinbase Customer Support into an AI-powered, efficient experience.

You will define roadmaps, manage milestones, and drive strategic initiatives with engineering, analytics, and leadership, while ensuring alignment on OKRs and KPIs.