Staff Technical Program Manager, CX Agent Experience

About the role

In this role, you will oversee the program management framework for the Agent Cockpit platform, which is essential for Coinbase's compliance operations. Your responsibilities will include roadmap tracking, managing dependencies, and ensuring smooth cross-team collaboration to meet project goals.

The position is part of the Enterprise Applications & Architecture team, which focuses on building internal platforms that support Coinbase’s growth. Success in this role means effectively coordinating complex technical processes and maintaining platform stability while enabling compliance agents to perform their tasks efficiently.

The listed salary range reflects base pay and does not include equity or bonuses.

Who this role suits

• A person with over 8 years of technical program management experience.
• Someone who thrives in high-pressure environments and is comfortable leading complex, multi-stakeholder programs.
• A candidate with a strong understanding of compliance-heavy settings and internal user needs.
• An individual who is adaptable and experienced in applying Agile or Lean methodologies to project execution.

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.