Technical Program Manager for CX Intelligence & AI at coinbase

Compensation

$212,330 – $249,800/yr

Setup: Remote, Hybrid
Location: Surprise, Arizona
Type: Full-time
Level: not_specified
Posted: Jul 20, 2026

Description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional execution across various departments, aiming to transform Customer Support into an AI-powered experience. The role involves defining strategic roadmaps, managing a portfolio of agent tooling and SaaS initiatives, innovating with AI-first solutions, and ensuring successful implementation of complex initiatives.

Required Skills

Technical Program Management
Product/Program Management
Strategy
CX Engineering Teams
Uncovering Business Challenges
Program Management Discipline
Risk Management
Complex Initiative Execution
Cross-functional Portfolio Ownership
Generative AI Utilization

Additional Information

Required Previous Experiences: 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, with prior experience building or materially transforming a CX function at a product-led tech company where automation and AI were central to the roadmap.
Proven track record independently uncovering business and customer challenges where neither the problem nor the solution is well understood, creating strategies that span engineering teams, and demonstrated ability to make the call or escalate the need to shift resources, launch new projects, or cancel existing programs, including advising L8+/VP leadership on optimal execution paths and managing push-back.
Exceptional program management and execution discipline with the ability to size work, sequence dependencies, manage risk, and ship complex initiatives on time with quantified impact, including demonstrated success owning cross-functional, cross-org program portfolios with high ambiguity and external dependencies (regulatory, vendor, multi-product launches).
Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies, with the ability to leverage technical depth in your area and technical breadth across Coinbase to innovate, improve upon, and simplify technology solutions, combined with comfort working with analytics partners and BI tools (e.g., Looker, Snowflake) 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, with a background spanning multiple CX disciplines (VoC/insights, AI/ML, analytics, QA, content/knowledge management, experimentation, or workforce management) and comfort rotating across them, ideally within fintech, financial services, or regulated industries, with familiarity with Coinbase's products, customer segments, and risk surface or the curiosity to rapidly build that knowledge.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.