Technical Program Manager, CX Intelligence & AI
Core
Transform Coinbase Customer Support from a reactive operations center into a highly effective, AI-powered support experience by driving cross-functional execution across CX Ops, Product/Engineering, and Analytics.
Role type
Lead Technical Program Manager (CX Intelligence & AI)
Builds
AI automation tooling, agent insights platforms, analytics infrastructure, and support channel strategies for Coinbase's customer experience.
Domain
Fintech / Customer Experience / Artificial Intelligence
Deliverable
product features
Required skills
Strategic roadmap definition, cross-functional program execution, opportunity sizing and prioritization, risk management, AI/ML system fluency, data pipeline understanding, vendor evaluation, OKR/Key Result management, business process documentation.
Preferred skills
Experience in fintech or regulated industries, familiarity with Coinbase products, expertise in VoC/insights, QA, content management, or workforce management.
Technologies
Looker, Snowflake, generative AI platforms, automation platforms, BI tools.
Responsibilities
Define strategic roadmaps for CX challenges, own a portfolio of agent tooling and SaaS initiatives, uncover CX opportunities with ambiguous problems/solutions, set quarterly targets for shared KRs, drive business process documentation for change management, innovate with AI-first solutions.
Seniority
Senior, hands-on IC