资深技术项目经理，客户代理体验
Staff Technical Program Manager, CX Agent Experience
我们正在寻找一位技术项目管理专家，加入Coinbase的内部平台团队。Coinbase致力于提升经济自由度，我们的目标是构建一个更加开放和公平的金融体系。这里的工作充满挑战，环境紧张但富有激情。这不是一个可以安于现状的地方，而是让你突破自我极限的地方。如果你希望与那些不满足于“足够好”的人一起塑造金融的未来，那么你在这里会找到归属感。Coinbase是一家以远程办公为主，但并非完全远程的公司。我们每季度都会组织一次高强度的线下工作会，称为“冲刺”（surges）。了解更多关于在Coinbase工作的信息。
企业应用与架构（EAA）业务单元交付团队负责构建和运营帮助Coinbase扩展的内部平台。在EAA中，合规客户体验（Compliance CX）团队负责Agent Cockpit，这是Coinbase合规专员和调查人员日常使用的主平台，用于审查案件、与客户沟通、访问账户和交易数据，并解决合规相关的支持问题。作为资深技术项目经理，你将负责这个复杂且高影响力的平台的项目交付，推动跨职能协作，确保专员和调查人员每天都能使用可靠且高效的工具。
你将负责：
- 管理Agent Cockpit的项目管理框架，包括路线图跟踪、需求收集与优先级排序、迭代计划、依赖项管理和跨团队交付执行。
- 推动技术依赖协调和平台迁移，将上游系统变更（API弃用、服务集成、数据模型变更）转化为内部交付计划和工程需求。
- 主导发布准备和运营风险管理，负责安全评审协调、生产环境审批、测试治理，并在关键路径事项受阻时进行升级处理。
- 与工程团队合作推进可靠性、可观测性和性能项目，包括系统健康指标、负载测试、容量规划和后端监控，确保平台在大规模下的稳定性。
- 在工程、产品、安全、支付、合规运营和客户体验领导层之间建立跨职能协作，负责合作伙伴团队请求的持续接收流程，并传达优先级决策。
- 通过维护访问模式、即时流程、基于角色的访问指南以及专员、团队主管、学习与发展和合作伙伴工程团队的操作手册，支持专员赋能。
所需技能
查看英文原文
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)).
Annual base salary range (excluding equity and bonus):
$176,035—$207,100 USD
- 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.