Staff Technical Program Manager, CX Agent Experience

Role Overview

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

Responsibilities

• Own the program management framework for Agent Cockpit, including:
  • Roadmap tracking, intake and prioritization
  • Sprint planning, dependency management
  • Cross-team delivery execution
• Coordinate technical dependencies and manage platform migrations, translating upstream changes (e.g., API deprecations, service integrations, data model changes) into delivery plans and engineering asks.
• Lead launch readiness and operational risk management, including:
  • Security review coordination
  • Production approvals, testing governance
  • Escalation when critical-path items stall
• Partner with Engineering on reliability, observability, and performance programs, such as:
  • System health metrics, load testing, capacity planning
  • Backend monitoring for stability at scale
• Drive cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership; manage rolling intake and communicate prioritization decisions.
• Support agent enablement by maintaining:
  • Access patterns, JIT flows, role-based access guidance
  • Operational runbooks for agents, team leads, L&D, and partner engineering teams.

Requirements

• 8+ years of technical program management experience leading complex, multi-stakeholder programs in platform/internal-tools environments.
• Demonstrated ability to coordinate engineering dependency management and API/interface migrations across teams.
• Experience driving security reviews, launch-readiness, and operational risk workflows in production, including capacity planning, observability, and performance.
• Experience in regulated/compliance-heavy environments, supporting internal users such as investigators/agents/operations.
• Experience applying Agile or Lean delivery frameworks; manage technical backlogs and write technical PRDs.
• Ability to use generative AI responsibly with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.

Nice to Have

• Not explicitly stated; however, strong experience with internal platforms supporting compliance investigations is implied.