Staff Technical Program Manager, CX Agent Experience

About the role

This role focuses on the Agent Cockpit platform, an internal tool critical for Coinbase's compliance agents and investigators. The platform is used for reviewing cases, communicating with customers, accessing data, and resolving compliance-related support queries. The Staff Technical Program Manager will establish and maintain the program management framework for this platform, including roadmap tracking, intake processes, and sprint planning.

A key aspect of the position involves driving technical execution and managing dependencies. This includes translating changes from upstream systems, such as API deprecations or data model updates, into actionable delivery plans. The role also encompasses leading launch readiness, coordinating security reviews, and managing operational risks to ensure platform stability and compliance in a production environment.

Success in this role requires strong cross-functional alignment. The Staff TPM will partner with various teams including Engineering, Product, Security, and Compliance Operations to manage requests and communicate prioritization decisions. Additionally, the role supports agent enablement by maintaining access patterns, role-based access guidance, and operational runbooks for internal users and partner engineering teams.

The annual base salary for this position ranges from $176,035 to $207,100 USD, with total compensation potentially including equity, bonus eligibility, and benefits.

Skills that matter here

• technical program management: This role requires 8+ years of experience leading complex, multi-stakeholder programs, specifically within platform or internal-tools environments.
• coordinating engineering dependency management: The role involves translating upstream system changes, like API deprecations, into internal delivery plans and engineering tasks.
• security reviews: This position drives launch readiness and operational risk management, including coordinating security reviews and production approvals.
• regulated or compliance-heavy environments: Experience in such environments is necessary, especially working with internal users like investigators or operations teams.
• Agile, Lean, or similar delivery frameworks: The role requires applying these frameworks to real-world execution, including managing technical backlogs and writing technical PRDs.
• generative AI: The candidate is expected to utilize generative AI responsibly to improve workflow efficiency, cost, and quality, while maintaining human oversight.

Who this role suits

• You have a strong background in leading technical programs for internal platforms or tools.
• You are adept at managing complex dependencies and translating technical concepts into actionable plans.
• You thrive in regulated or compliance-focused environments and have experience working with internal operational teams.
• You are skilled at driving cross-functional alignment and managing stakeholder expectations across various departments.

From the employer

What you'll do:

• 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 (API deprecations, service integrations, data model changes) into internal delivery plans and engineering asks.
• Lead launch readiness and operational risk management, owning 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 to ensure platform stability at scale.
• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership, owning the rolling intake process for partner team requests and communicating prioritization decisions.
• Support agent enablement by maintaining access patterns, JIT flows, role-based access guidance, and operational runbooks for agents, team leads, L&D, and partner engineering teams.

Required Skills and Experience:

• 8+ years of technical program management experience, including leading 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, with the ability to translate technical complexity into clear delivery plans.
• Demonstrated ability to drive security reviews, launch-readiness processes, and operational risk workflows in production environments, including capacity planning, observability, and performance measurement.
• Experience working in regulated or compliance-heavy environments with internal users such as investigators, agents, or operations teams, operating as the sole program leader across highly technical stakeholders.
• Experience applying Agile, Lean, or similar delivery frameworks to real-world execution, with experience managing technical backlogs and writing technical PRDs.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice:

• Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $176,035—$207,100 USD
• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View [Employee Rights](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf), [Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and [E-Verify](https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? [Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the [tutorial](http://www.chromevox.com/tutorial/).
• Data Privacy & Arbitration: By submitting your application, you agree to our [Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to [Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement).
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.