Staff Technical Program Manager, CX Agent Experience
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 qu
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