Coinbase
Technical Program Manager, CX Intelligence & AI
$212K–$250K
Remote - USA +1 · Remote · Manager · Full-time · Posted Jun 18, 2026
- Location
- Remote - USA
US - Remote Zone 1 (Job Requisitions Only) - Experience
- 10+ years; related roles are accepted as alternatives.
About the job
Leads cross-functional programs and roadmaps to transform Coinbase Customer Support into an AI-powered experience that improves customer outcomes and operational efficiency.
What you'll do
- Own a portfolio of CX tooling, SaaS, AI automation, analytics, and support-channel initiatives, coordinating delivery across CX, Product, Engineering, and Analytics.
- Set program roadmaps, success metrics, quarterly targets, and leadership reporting; manage dependencies, risks, milestones, and tradeoffs.
- Drive change management and rollout documentation, while identifying opportunities to apply automation and emerging AI capabilities.
What they ask for
- 10+ years in technical program management, product/program management, strategy, or related roles in complex, scaled technology environments.
- Track record developing strategies for ambiguous challenges and influencing resource shifts, project launches or cancellations, including advising L8+/VP leadership.
- Demonstrated success delivering complex, cross-functional portfolios with quantified impact, dependencies, and risk management.
- Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies; ability to work with analytics partners and BI tools.
Nice to have
- CX engineering experience and experience building or materially transforming a CX function where automation and AI were central to the roadmap.
- CX experience across multiple disciplines; fintech, financial services, or regulated-industry background; familiarity with Coinbase products and customers.
Pay
$212,330 — $249,800 USD (base salary)
Tools
AI/ML systems, automation platforms, data pipelines, Looker, Snowflake
AI focus
Leads AI-powered Customer Support transformation, AI automation and tooling initiatives, and responsible generative AI use with human oversight and measurable workflow improvements.
Model-written summary · the original posting is authoritative