Staff Technical Program Manager, CX Agent Experience

Details

Coinbase's Enterprise Applications & Architecture Business Unit Delivery team builds and operates internal platforms that help the company scale. The Compliance CX Agent Experience team owns Agent Cockpit, the primary internal platform used by compliance agents and investigators to review cases, communicate with customers, access account and transaction data, and resolve compliance-related support queries.

This role owns program delivery for Agent Cockpit, driving cross-functional execution to ensure agents and investigators have reliable, performant tools. Coinbase is a remote-first, but not remote-only company, with quarterly in-person working sessions called “surges.”

Responsibilities

• Own the program management framework for Agent Cockpit, including roadmap tracking, intake and prioritization, sprint planning, dependency management, and cross-team delivery execution.
• Drive technical dependency coordination and platform migrations, translating upstream system changes—including API deprecations, service integrations, and data model changes—into internal delivery plans and engineering requirements.
• Lead launch readiness and operational risk management, including security review coordination, production approvals, testing governance, and escalation when critical-path items stall.
• Partner with Engineering on reliability, observability, and performance programs, including system health metrics, load testing, capacity planning, and backend monitoring.
• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership.
• Own the rolling intake process for partner team requests and communicate prioritization decisions.
• Support agent enablement by maintaining access patterns, just-in-time flows, role-based access guidance, and operational runbooks for agents, team leads, learning and development, and partner engineering teams.

Requirements

• 8+ years of technical program management experience, including leadership of complex, multi-stakeholder programs in platform or internal-tools environments.
• Proven experience coordinating engineering dependency management and API/interface migrations across teams when upstream platforms change.
• Ability to translate technical complexity into clear delivery plans.
• Experience driving security reviews, launch-readiness processes, and operational risk workflows in production environments.
• Experience with capacity planning, observability, and performance measurement.
• Experience working in regulated or compliance-heavy environments with internal users such as investigators, agents, or operations teams.
• Ability to operate as the sole program leader across highly technical stakeholders.
• Experience applying Agile, Lean, or similar delivery frameworks to real-world execution.
• Experience managing technical backlogs and writing technical PRDs.
• Ability to use generative AI responsibly, maintaining human oversight while delivering business-ready outputs and improving workflow efficiency, cost, and quality.

Compensation

• Annual base salary: $176,035–$207,100 USD, varying by location.
• Total compensation may also include equity, bonus eligibility, and medical, dental, vision, and 401(k) benefits.

Additional Information

• Candidates may submit a maximum of three applications within a six-month period.
• Coinbase is an Equal Opportunity Employer.
• Reasonable accommodations are available for applicants with disabilities.
• Applicants agree to Coinbase's Candidate Privacy Notice and, for US applicants, arbitration of disputes when submitting an application.