Technical Program Manager, CX Intelligence & AI - Coinbase

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.

Team and role overview

CX Intelligence & AI (CXI) is the team 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.

As the Lead TPM for CXI, you will be the embedded program management owner for all of CX, driving cross-functional execution across CX Ops, CX Programs, Product / Engineering, and Analytics. You will 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. You are responsible for owning overall project management, comms, status updates, key milestone dates, and cross-functional deliverables.

What you'll be doing (job duties)

• 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

What we look for in you (job requirements)

• 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.

Nice to haves

• 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

Position ID #P77126

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$212,330—$249,800 USD

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.