Coinbase

1 month ago

Technical Program Manager, CX Intelligence & AI

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Own program execution for CX Intelligence & AI, transforming customer support into an AI-powered, customer-friendly and efficient experience. Lead cross-functional roadmapping and delivery across CX Ops, CX Programs, Product/Engineering, and Analytics—handling ambiguous problems, opportunity sizing, OKRs/WBR/QBR reporting, and key milestones. Drive AI-first automation tooling initiatives, vendor evaluations, change management, and business process documentation while partnering with leadership to align priorities and tradeoffs.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Define and drive a strategic roadmap with Engineering to deliver high-priority CX initiatives, including ongoing and annual roadmapping across multiple product areas while maintaining quality.
•Own a large portfolio of agent tooling and SaaS initiatives for AI automation, customer/agent insights, analytics infrastructure, and support channel strategy, including evaluating external AI automation vendors.
•Uncover CX/customer opportunities where problems and solutions are unclear and drive alignment to shift resources, launch new projects, or cancel initiatives using frameworks and tradeoff presentations.
•Own opportunity sizing, define north-star success metrics, and set quarterly targets for shared KRs; manage OKR performance source of truth and program reporting to leadership (WBR/QBR).
•Drive business process documentation and change management for rollout of tooling and automation changes across CX; innovate with AI-first solutions to improve CX outcomes.

Pay and Benefits

Salary: USD 212,330 - 249,800 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401k

Key Requirements

•10+ years in technical program management or related roles within complex, scaled technology environments, ideally supporting CX engineering teams with automation and AI on the roadmap.
•Independently uncover customer/business challenges with unclear problems/solutions and drive execution decisions (launch, shift resources, cancel) while advising senior leadership.
•Strong program management discipline: size work, sequence dependencies, manage risk, and deliver complex initiatives on time with quantified impact across orgs and external dependencies.
•Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies; use analytics partners and BI tools (e.g., Looker, Snowflake) to define metrics and make data-grounded tradeoffs.
•Partner deeply across Product, Engineering, Analytics, and Operations to translate customer and operational insights into roadmap changes across multiple CX disciplines (e.g., VoC/insights, QA, experimentation, workforce management).

Experience:10+ yearsTechnical program managementProduct-led techCustomer experienceAI automationFintechFinancial servicesRegulated industries

Skills:Strategic planningCross-functional executionRisk managementData-driven decision-makingStakeholder communication

Languages:English

Tech Stack:AI/MLGenerative AIAutomation platformsData pipelinesSaaSLookerSnowflakeBI

Company Brief

Coinbase

Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Coinbase

1 month ago

Technical Program Manager, CX Intelligence & AI

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Define and drive a strategic roadmap with Engineering to deliver high-priority CX initiatives, including ongoing and annual roadmapping across multiple product areas while maintaining quality.
•Own a large portfolio of agent tooling and SaaS initiatives for AI automation, customer/agent insights, analytics infrastructure, and support channel strategy, including evaluating external AI automation vendors.
•Uncover CX/customer opportunities where problems and solutions are unclear and drive alignment to shift resources, launch new projects, or cancel initiatives using frameworks and tradeoff presentations.
•Own opportunity sizing, define north-star success metrics, and set quarterly targets for shared KRs; manage OKR performance source of truth and program reporting to leadership (WBR/QBR).
•Drive business process documentation and change management for rollout of tooling and automation changes across CX; innovate with AI-first solutions to improve CX outcomes.

Pay and Benefits

Salary: USD 212,330 - 249,800 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401k

Key Requirements

•10+ years in technical program management or related roles within complex, scaled technology environments, ideally supporting CX engineering teams with automation and AI on the roadmap.
•Independently uncover customer/business challenges with unclear problems/solutions and drive execution decisions (launch, shift resources, cancel) while advising senior leadership.
•Strong program management discipline: size work, sequence dependencies, manage risk, and deliver complex initiatives on time with quantified impact across orgs and external dependencies.
•Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies; use analytics partners and BI tools (e.g., Looker, Snowflake) to define metrics and make data-grounded tradeoffs.
•Partner deeply across Product, Engineering, Analytics, and Operations to translate customer and operational insights into roadmap changes across multiple CX disciplines (e.g., VoC/insights, QA, experimentation, workforce management).

Experience:10+ yearsTechnical program managementProduct-led techCustomer experienceAI automationFintechFinancial servicesRegulated industries

Skills:Strategic planningCross-functional executionRisk managementData-driven decision-makingStakeholder communication

Languages:English

Tech Stack:AI/MLGenerative AIAutomation platformsData pipelinesSaaSLookerSnowflakeBI

Company Brief

Coinbase

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn