Technical Program Manager, CX Intelligence & AI

Rozgoo; United States; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional programs across CX Ops, CX Programs, Product/Engineering, and Analytics. You will own project management, communications, milestones, and deliverables that connect CXI's intelligence layer with AI infrastructure.

Define strategic roadmaps, manage a large portfolio of AI-enabled tooling, and drive initiatives where clarity is evolving, partnering with Engineering leadership to optimize

Qualifications

• 5+ years of technical program management experience in a fast-paced environment.
• Experience leading cross-functional initiatives across product, engineering, and analytics.
• Strong understanding of AI/ML concepts and how to apply them in customer support.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority CX initiatives.
• Own a portfolio of agent tooling and SaaS projects, including AI automation and analytics infrastructure.
• Independently identify CX opportunities, align with leadership, and drive resource allocation or project launches.

Skills

Cross-functional leadership

Program management

AI/ML

Cloud tooling

Customer support

Tools

Jira

Confluence

Notion

Slack

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.

As the Technical Program Manager for CX Intelligence & AI (CXI), you'll be the embedded program management owner for all of CX, driving cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics. CXI is responsible for transforming Coinbase Customer Support from a reactive operations center into a highly effective, AI-powered support experience that is better for customers and more efficient for Coinbase. You'll create strategies for challenges where the solution is not yet well understood, independently plan programs with dependencies across product groups, and execute complex initiatives that require synchronizing timelines across multiple teams. This role is the connective tissue between CXI's intelligence layer and the engineering and product teams that build the AI infrastructure, and you will own overall project management, comms, status updates, key milestone dates, and cross-functional deliverables.

What you'll do:

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges, while executing ongoing and annual roadmapping for priority programs across multiple product areas and holding the line on quality across product and operational areas.
• Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy, including evaluating external vendors for new AI automation solutions to leverage as part of the tooling stack.
• Independently uncover CX and customer opportunities where neither the problem nor the solution is well understood, and drive alignment with CX and Engineering leadership to shift resources, launch new projects, or cancel existing initiatives by leveraging frameworks and presenting tradeoffs to drive