Staff Technical Program Manager, CX Agent Experience

Role Overview

As a Staff Technical Program Manager for CX Agent Experience, you’ll own program delivery for Agent Cockpit, Coinbase’s internal platform used by compliance agents and investigators to review cases, communicate with customers, access account/transaction data, and resolve compliance support queries.

What You’ll Do

• Own the program management framework for Agent Cockpit: roadmap tracking, intake & prioritization, sprint planning, dependency management, and cross-team delivery execution.
• Lead technical dependency coordination and platform migrations, translating upstream changes (e.g., API deprecations, service integration changes, data model changes) into delivery plans and engineering asks.
• Drive launch readiness and operational risk management, including security review coordination, production approvals, testing governance, and escalation for critical-path blockers.
• Partner with Engineering on reliability, observability, and performance: system health metrics, load testing, capacity planning, and backend monitoring.
• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership, including the rolling intake process and prioritization communications.
• Support agent enablement via access patterns (incl. JIT flows), role-based access guidance, and operational runbooks.

Required Skills & Experience

• 8+ years in technical program management, leading complex, multi-stakeholder programs in platform or internal-tools environments.
• Proven experience coordinating engineering dependencies and API/interface migrations across teams when upstream platforms change.
• Experience driving security reviews, launch-readiness, and operational risk workflows in production (including capacity planning, observability, and performance measurement).
• Experience in regulated/compliance-heavy environments with internal users such as investigators/agents/operations; able to act as the sole program leader across highly technical stakeholders.
• Experience applying Agile/Lean delivery frameworks; managing technical backlogs and writing technical PRDs.
• Responsible use of generative AI with human oversight to produce business-ready, measurable improvements.

Pay & Location Notes

• Coinbase is remote-first (not remote-only) with quarterly in-person working sessions called “surges.”
• Location listed: San Francisco, CA.
• Annual base salary range (excluding equity/bonus): $176,035–$207,100 USD.