Remote opportunity at
CoinbaseTechnical Program Manager, CX Intelligence & AI
Coinbase operates as a remote-first financial technology organization focused on increasing economic freedom globally. The company is currently hiring a Technical Program Manager, CX Intelligence &…
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About This Role
Coinbase operates as a remote-first financial technology organization focused on increasing economic freedom globally. The company is currently hiring a Technical Program Manager, CX Intelligence & AI to oversee programs within Customer Experience Intelligence (CXI). In this capacity, the individual will serve as the primary program management owner for customer support initiatives, driving execution across analytics, engineering, operations, and programs. The mandate of CXI involves shifting Coinbase customer support away…
Job Description
Coinbase operates as a remote-first financial technology organization focused on increasing economic freedom globally. The company is currently hiring a Technical Program Manager, CX Intelligence & AI to oversee programs within Customer Experience Intelligence (CXI). In this capacity, the individual will serve as the primary program management owner for customer support initiatives, driving execution across analytics, engineering, operations, and programs.
The mandate of CXI involves shifting Coinbase customer support away from traditional reactive operations toward an efficient, AI-powered experience. The professional in this role will connect the intelligence layer with engineering and product teams building AI infrastructure, managing overall project communication, milestones, and cross-functional deliverables. Candidates should expect an intense work environment and participate in quarterly in-person working sessions known as surges.
Responsibilities
- Define strategic roadmaps and partner with Engineering teams to deliver priority initiatives and solutions for customer support challenges
- Manage a portfolio of SaaS and agent tooling initiatives encompassing AI automation, customer insights, analytics infrastructure, and support channel strategy
- Evaluate external vendors for new artificial intelligence automation solutions to incorporate into the tooling stack
- Identify customer opportunities where problems and solutions are ambiguous, aligning leadership to shift resources, launch projects, or cancel initiatives
- Establish opportunity sizing, define core success metrics, and set quarterly targets for shared key results alongside product managers
- Manage the primary source of truth for OKR performance and program reporting during weekly and quarterly business reviews
- Document business processes to guarantee proper change management and rollout for tooling and automation modifications
- Drive AI-first solutions by continuously identifying opportunities to leverage automation and emerging capabilities
Requirements
- Accumulate over 10 years of experience in technical program management, product management, strategy, or related fields within complex technology environments
- Demonstrate a background building or materially transforming a customer experience function at a product-led technology company where automation and artificial intelligence were central
- Show a proven record of independently identifying ambiguous business challenges, creating multi-engineering team strategies, and advising leadership on execution paths
- Possess execution discipline to size work, sequence dependencies, manage risk, and deliver complex initiatives on time with quantified impact
- Demonstrate fluency with machine learning systems, automation platforms, data pipelines, and customer experience technologies
- Maintain comfort working with analytics partners and business intelligence tools such as Looker and Snowflake
Qualifications
- Experience partnering with Product, Engineering, Analytics, and Operations to translate insights into systemic improvements
- Background spanning multiple customer experience disciplines including voice of customer, analytics, quality assurance, knowledge management, experimentation, or workforce management
- Familiarity with fintech, financial services, or regulated industries, along with knowledge of Coinbase products and risk surfaces
Core Skills
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- 401(k) retirement plan
- Equity eligibility
- Bonus eligibility
Frequently Asked Questions
What is the location and remote work policy for this role?
This position is remote-first, though employees are expected to gather quarterly for in-person working sessions called surges.
What is the employment type?
The posting specifies that this is a full-time position.
What is the salary range for this position?
The annual base salary ranges from $212,330 to $249,800 USD, excluding equity, bonuses, and benefits.
Are there any application limits for candidates?
Candidates may submit a maximum of three applications within a six-month period.
Sample Interview Questions
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