CX Technical Program Manager - United States

🧾 Job Title:

CX Technical Program Manager

📍 Location: United States (Remote-first with required in-person events)

💼 Type: Full-time

💰 Salary Range: $170,765 – $200,900 USD/year

💸 Plus: Bonus + equity + benefits (medical, dental, vision, 401(k))

🏢 About the Role:

This position sits within Coinbase’s Customer Experience (CX) organization, which is focused on automating and scaling support, improving customer self-service, and removing friction across the user journey.

You’ll be responsible for managing technical programs that shape Coinbase’s support platforms and tools, with a strong focus on self-service, automation, AI, and scaling customer service technology.

🎯 Key Responsibilities:

• Own and deliver high-impact, cross-functional programs that improve customer support experiences
• Explore and implement new technologies to drive customer satisfaction
• Manage end-to-end project lifecycles: scoping, planning, execution, and delivery
• Write technical product requirement documents (PRDs), manage technical backlogs, and work across multiple engineering and business teams
• Use data and customer insights to guide product and program decisions
• Establish and measure against key results (OKRs/KPIs)
• Serve as subject matter expert for CX systems and processes

✅ Requirements:

• 7+ years of experience in technical program management, preferably for consumer-facing tech or platforms
• Proven success in delivering complex projects end-to-end
• Strong skills in project estimation, resource planning, and cross-functional coordination
• Hands-on experience writing PRDs and managing product/engineering backlogs
• Strong communication and stakeholder management across technical and business teams
• Experience using data/metrics to guide prioritization and track program health
• Track record of innovation, ownership, and experimentation in CX or support systems
• Ability to work on multiple fast-moving projects simultaneously
• Passion for customer experience and operational excellence

➕ Nice to Haves:

• MBA or other advanced degrees
• Crypto, fintech, or tech industry experience
• Lean Six Sigma or similar certification (Green Belt, Black Belt)
• Familiarity with AI-driven CX platforms (e.g. chatbots, support automation tools)
• Comfort with SQL, data dashboards, and KPI analysis
• Background in customer service product or CX systems design

💡 Why This Role Is Strategic:

Coinbase is rapidly expanding its consumer base, and this role sits at the intersection of product, engineering, operations, and customer support. Your work will directly affect millions of users and help Coinbase deliver scalable, automated, best-in-class support experiences — a critical differentiator in the competitive crypto space.