Staff Technical Program Manager, CX Agent Experience

Coinbase
United States
Workplace: RemoteFull timeUSD 176,035 - 207,100 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Cross-functional alignment","Risk management","Technical translation","Roadmap management","Operational readiness"]

Own program delivery for Agent Cockpit, the internal platform used by compliance agents and investigators to review cases, communicate with customers, and resolve support queries. Build and run the program management framework (roadmap, intake, sprint planning, dependencies), coordinate platform migrations, and manage launch readiness and operational risk. Partner across Engineering, Product, Security, Payments, Compliance Ops, and CX leadership to ensure reliability, observability, and performance at scale.

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FursaFursa
Coinbase
Coinbase
2 months ago

Staff Technical Program Manager, CX Agent Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own program delivery for Agent Cockpit, the internal platform used by compliance agents and investigators to review cases, communicate with customers, and resolve support queries. Build and run the program management framework (roadmap, intake, sprint planning, dependencies), coordinate platform migrations, and manage launch readiness and operational risk. Partner across Engineering, Product, Security, Payments, Compliance Ops, and CX leadership to ensure reliability, observability, and performance at scale.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Own the program management framework for Agent Cockpit, including roadmap tracking, intake/prioritization, sprint planning, dependency management, and delivery execution.
  • •Coordinate technical dependencies and platform migrations by translating upstream changes into internal delivery plans and engineering asks.
  • •Lead launch readiness and operational risk management, including security review coordination, production approvals, testing governance, and escalation.
  • •Partner with Engineering on reliability, observability, and performance programs (system health metrics, load testing, capacity planning, backend monitoring).
  • •Manage cross-functional alignment and agent enablement through access patterns, JIT flows, role-based access guidance, and operational runbooks.

Pay and Benefits

Salary: USD 176,035 - 207,100 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •8+ years of technical program management experience leading complex, multi-stakeholder programs in platform or internal-tools environments.
  • •Coordinate engineering dependency management and API/interface migrations across teams when upstream platforms change, translating technical complexity into delivery plans.
  • •Drive security reviews, launch-readiness processes, and operational risk workflows in production, including capacity planning, observability, and performance measurement.
  • •Experience working in regulated or compliance-heavy environments with internal users such as investigators, agents, or operations teams.
  • •Apply Agile/Lean or similar delivery frameworks, managing technical backlogs and writing technical PRDs; use generative AI with human oversight.
Experience:8+ yearsPlatformsInternal toolsRegulated environmentsCompliance
Skills:Cross-functional alignmentRisk managementTechnical translationRoadmap managementOperational readiness
Languages:English
Tech Stack:API deprecationsService integrationsData model changesAgileLeanGenerative AISecurity reviewsLoad testingCapacity planningObservability

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
WebsiteLinkedIn