Staff Technical Program Manager, CX Agent Experience
Own program delivery for the Agent Cockpit platform, driving cross-functional execution in a remote-first environment.
Skills & Technologies
AI in the day-to-day
Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews.
Requirements
- Experience
- 8+ years
Benefits
Joblaze summary
In the role of Staff Technical Program Manager for the CX Agent Experience team at Coinbase, the individual will oversee the program management framework for the Agent Cockpit platform, ensuring that compliance agents have the tools they need for effective case management. This position requires expertise in technical program management, particularly in coordinating complex engineering dependencies and managing operational risks in a compliance-heavy environment. Ideal candidates will have significant experience leading multi-stakeholder programs and applying Agile methodologies. Coinbase's dynamic and high-performance culture emphasizes collaboration and innovation, making this role suitabl
Joblaze insights
- Listed today on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 132 other open roles including Senior Product Manager, Help Center (CX Automation), Software Engineer, Counsel, Commercial.
- 234 active security roles on Joblaze right now.
- 194 active API roles on Joblaze right now.
- 47 active Lean roles on Joblaze right now.
- Salary band is in line with the typical range for Management roles (median ~$184,850).
Quick facts
- Is the Staff Technical Program Manager, CX Agent Experience role remote?
- It's hybrid — Coinbase expects some on-site time in USA.
- What's the salary range?
- Coinbase lists $176,035–$207,100 for this role.
- How much experience is required?
- At least 8 years of relevant experience for this Staff Technical Program Manager, CX Agent Experience role.
- Where is the role based?
- Coinbase is hiring for this position in USA.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Agile, Compliance, Lean, security, API.
- What seniority level is this role?
- Coinbase targets staff-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Staff Technical Program Manager, CX Agent Experience role at Coinbase.
From the original posting
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
The Enterprise Applications & Architecture (EAA) Business Unit Delivery team builds and operates the internal platforms that help Coinbase scale. Within EAA, the Compliance CX Agent Experience team owns Agent Cockpit, the primary internal platform used by Coinbase's compliance agents and investigators to review cases, communicate with customers, access account and transaction data, and resolve compliance-related support queries. As a Staff Technical Program Manager, you'll own program delivery for this complex, high-impact platform, driving cross-functional execution to ensure agents and investigators have reliable, performant tools every day.
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)).
- 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, Know Your Rights, and E-Verify 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 to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
- 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.