Technical Program Manager - AI-Driven CX (Remote-First)

Coinbase

Richmond (VA)

Hybrid

USD 212,000 - 250,000

Full time

14 days+

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Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI to lead cross-functional delivery across CX Ops, Programs, Product/Engineering, and Analytics. You will own program management, communications, milestones, and cross-functional deliverables to transform Coinbase Customer Support with AI-powered improvements.

The role requires proven TPM/PM experience in tech with the ability to navigate ambiguity, partner with product and engineering, and drive measurable impact.

Qualifications

10+ years of technical program or product management in complex tech environments.
Experience aligning engineering and product teams on strategic initiatives.
Proven ability to define roadmaps, metrics, and drive cross-functional execution.
Fluency with AI/ML systems, data pipelines, and analytics tooling.

Responsibilities

Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives.
Own a portfolio of agent tooling and SaaS initiatives, including AI automation.
Independently uncover CX opportunities and align leadership on resource allocation.
Own opportunity sizing, set north-star metrics, and report OKR progress.
Drive process documentation and rollout of tooling changes across CX.
Innovate with AI-first solutions to improve CX outcomes.

Skills

Technical program management

Cross-functional leadership

AI/ML familiarity

Roadmapping & strategy

Data analytics

Tools

Looker

Snowflake

Job description

The role requires proven TPM/PM experience in tech with the ability to navigate ambiguity, partner with product and engineering, and drive measurable impact.

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