Technical Program Manager, CX Intelligence & AI
WFA Digital Insight
The demand for skilled technical program managers in the remote job market has grown significantly, with a 25% increase in postings over the past year. As companies like Coinbase continue to prioritize digital transformation and customer experience, professionals with expertise in AI, CX, and program management are in high demand. With the global CX market expected to reach
Job Description
About the Role
The Technical Program Manager for CX Intelligence & AI at Coinbase is a critical role that requires a unique blend of technical expertise, strategic thinking, and program management skills. As the embedded program management owner for all of CX, this individual will drive cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics. The goal of this role is to transform Coinbase's Customer Support from a reactive operations center into a highly effective, AI-powered support experience that is better for customers and more efficient for the company.The successful candidate will be responsible for creating strategies for complex challenges, planning and executing programs with dependencies across multiple product groups, and synchronizing timelines across various teams. This role is the connective tissue between CXI's intelligence layer and the engineering and product teams that build the AI infrastructure, requiring strong technical expertise and the ability to communicate effectively with both technical and non-technical stakeholders.
As a Technical Program Manager at Coinbase, you will be part of a remote-first company that values flexibility, autonomy, and intense in-person working sessions called 'surges'. You will have the opportunity to work with a talented team of professionals who are passionate about driving innovation and growth in the fintech industry.
What You Will Do
- Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges
- Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy
- Evaluate external vendors for new AI automation solutions to leverage as part of the tooling stack
- Develop and execute ongoing and annual roadmapping for priority programs across multiple product areas
- Hold the line on quality across product and operational areas, ensuring that all initiatives meet the company's high standards
- Uncover CX and customer opportunities where neither the problem nor the solution is well understood, and drive alignment with CX and Engineering leadership
- Own opportunity sizing, define north-star 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
- Drive business process documentation to ensure proper change management and rollout of tooling and automation changes across CX
- Innovate with technology and drive AI-first solutions across all responsibilities, continuously identifying opportunities to leverage automation and emerging AI capabilities to improve CX outcomes
What We Are Looking For
- 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments
- Proven track record of independently uncovering business and customer challenges where neither the problem nor the solution is well understood
- Experience building or materially transforming a CX function at a product-led tech company where automation and AI were central to the roadmap
- Strong technical expertise in AI, CX, and program management, with the ability to communicate effectively with both technical and non-technical stakeholders
- Experience with Agile development methodologies and DevOps practices
- Strong data analysis and problem-solving skills, with the ability to drive data-driven decision making
- Excellent communication and project management skills, with the ability to drive cross-functional teams and stakeholders
Nice to Have
- Experience with cloud-based technologies and SaaS platforms
- Knowledge of AI and machine learning concepts, with experience implementing AI-powered solutions
- Experience with CX platforms and tools, such as Zendesk or Freshdesk
- Certification in program management, Agile, or Scrum
Benefits and Perks
- Competitive salary and equity package
- Flexible and remote work arrangements, with the option to work from anywhere in the US
- Quarterly in-person working sessions called 'surges' to drive innovation and growth
- Comprehensive health insurance package, including medical, dental, and vision coverage
- Generous PTO and holiday package, with the option to take time off when needed
- Professional development opportunities, including training and education programs
- Access to the latest technologies and tools, with the opportunity to work with a talented team of professionals
How to Stand Out
- To stand out in this role, highlight your experience with AI and machine learning concepts, as well as your ability to drive cross-functional teams and stakeholders.
- Showcase your technical expertise in program management, Agile, and Scrum, and be prepared to provide examples of your experience with these methodologies.
- Emphasize your ability to communicate effectively with both technical and non-technical stakeholders, and provide examples of your experience with data analysis and problem-solving.
- Be prepared to discuss your experience with CX platforms and tools, and how you have implemented AI-powered solutions in previous roles.
- Research the company culture and values, and be prepared to discuss how your skills and experience align with Coinbase's mission and vision.
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