[Remote] Technical Program Manager, CX Intelligence & AI

Note: The job is a remote job and is open to candidates in USA. Coinbase is a company focused on increasing economic freedom and is seeking a Technical Program Manager for their CX Intelligence & AI team. This role involves driving cross-functional execution and managing complex initiatives to transform customer support into an AI-powered experience.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges
• Own a very large portfolio of agent tooling and SaaS initiatives spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy
• Independently uncover CX and customer opportunities where neither the problem nor the solution is well understood
• Execute ongoing and annual roadmapping for priority programs across multiple product areas
• Hold the line on quality across product and operational areas and drive improvements
• Evaluate external vendors for new AI automation solutions to leverage as part of our tooling stack
• Make the call to shift resources, launches, new projects or cancel existing initiatives in effort by driving alignment with CX and Engineering leadership
• Leverage frameworks and present tradeoffs to drive the right business priorities
• Own opportunity sizing, define northstar success metrics, and set quarterly targets for shared KRs in partnership with EAA product managers
• Manage the source of truth for OKR performance and program reporting to leadership (WBR/QBR)
• Drive business process documentation to ensure proper change management and role out of tooling and automation changes
• Innovate with technology and drive AI first solutions for all of the above responsibilities

Skills

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments preferably supporting CX engineering teams
• Proven track record independently uncovering business and customer challenges where neither the problem nor the solution is well understood, and creating strategies that span engineering teams
• Demonstrated ability to make the call or escalate the need to shift resources, launch new projects, or cancel existing programs. Proven track record advising L8+/VP leadership on optimal execution paths and managing push-back
• Exceptional program management and execution discipline: you know how to size work, sequence dependencies, manage risk, and ship complex initiatives on time and with real, quantified impact
• Demonstrated success owning cross-functional, cross-org program portfolios with high ambiguity and external dependencies (regulatory, vendor, multi-product launches)
• Strong data and analytics fluency: comfortable working with analytics partners and BI tools to define metrics, interpret trends, and make tradeoffs grounded in data
• Experience partnering deeply with Product, Engineering, Analytics, and Operations to translate customer and operational insights into roadmap changes and systemic improvements
• Experience in customer experience, AI/automation, or data-driven environments, ideally within fintech, financial services, or regulated industries
• Proven track record of utilizing AI tools in a work environment to automate and scale processes
• Strong technical fluency including understanding of AI/ML systems, automation platforms, data pipelines, and CX technologies. Ability to leverage technical depth in your area and technical breadth across Coinbase to innovate, improve upon, and simplify technology solutions
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality
• Prior experience building or materially transforming a CX function a product-led tech company, especially where automation and AI were central to the roadmap
• Background spanning multiple CX disciplines (VoC/insights, AI/ML, analytics, QA, content/knowledge management, experimentation, or workforce management) and comfort rotating across them over time
• Strong interest in crypto and Coinbase's mission, with enough curiosity to rapidly build working knowledge of our products, customer segments, and risk surface
• Experience with tools and platforms common in CX intelligence: Looker, Snowflake, and experience building AI agents

Benefits

• Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k))

Company Overview

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