Staff Technical Program Manager, CX Agent Experience

You'll own program delivery for Agent Cockpit, the primary internal platform Coinbase's compliance agents and investigators use to review cases, communicate with customers, access account and transaction data, and resolve compliance-related support queries. You'll drive cross-functional execution to ensure agents and investigators have reliable, performant tools every day. You'll coordinate technical dependencies and platform migrations, lead launch readiness and operational risk management, partner with Engineering on reliability and performance programs, manage cross-functional alignment across multiple teams, and support agent enablement through access patterns and operational runbooks.

Responsibilities

• 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 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
• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership, owning the rolling intake process for partner team requests
• 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

Requirements

• 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
• 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
• 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

Benefits

• Equity
• Bonus eligibility
• Medical, dental, and vision benefits
• 401(k)