Technical Program Manager, CX Intelligence & AI

Coinbase

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. As a Technical Program Manager on the GFCO Analytics Engineering team, you'll own the roadmap and execution for the data models, metrics, and dashboards that power Customer Experience and Compliance Operations at Coinbase. This team combines deep domain expertise in regulated operations with modern data engineering (Snowflake, Airflow, Superset/Looker, and AI tooling) to deliver trusted, self-serve data products that drive faster decisions and stronger customer outcomes. You'll distill requests from 15+ cross-functional teams, prioritize work based on impact and regulatory need, and create the operational leverage that lets analytics engineers focus on building rather than managing process. What You'll Do: * Own the CX Analytics Engineering roadmap, distilling requests from Operations, Compliance, Risk, WFM, BizOps, and Product teams into a prioritized backlog scoped by impact, regulatory urgency, and team capacity * Drive program execution across data model builds, pipeline development, dashboard delivery, and regulatory reporting workstreams, holding the team accountable to timelines and quality standards * Build and automate project management processes, reducing operational overhead so analytics engineers spend more time building data products and less time on coordination * Partner with CX Operations leadership, Compliance, and Data/Platform Engineering to resolve pipeline dependencies, align on shared data models, and ensure regulatory reporting accuracy * Implement testing, monitoring, and documentation standards (data contracts, alerting, quality checks) that reduce ad-hoc firefighting and build stakeholder trust in CX data products * Leverage AI-assisted workflows and tooling to compress speed-to-insight, automate reporting, and scale the team's impact without growing headcount linearly with business complexity Required Skills and Experience: * 7+ years of experience in technical program management, with at least 3 years supporting data engineering, analytics, or data platform teams in a regulated environment (fintech, financial services, or crypto) * Proven track record owning and prioritizing a technical roadmap across multiple concurrent workstreams, balancing competing stakeholder needs with engineering capacity and regulatory requirements * Fluency with modern data stack components (e.g., Snowflake, Airflow, Looker/Superset, dbt) and the ability to engage technically on data modeling, pipeline architecture, and data quality frameworks * Demonstrated ability to create operational leverage through process automation, tooling improvements, and structured program management that frees engineering teams to focus on high-value delivery * Experience driving alignment across 10+ cross-functional stakeholders (Operations, Compliance, Risk, Product, Engineering) where ownership is distributed and trade-offs must be actively managed * 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): $148,835—$175,100 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.

Coinbase

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. Team/ Role Paragraph: The Knowledge Systems team builds the infrastructure powering accurate knowledge across customer self-service, internal tools, and AI-assisted support. As Technical Program Manager, you will translate knowledge strategy into technical execution. This is a systems-focused role bridging customer experience, knowledge operations, and technical delivery to build the foundation required to scale support without scaling headcount linearly.   What you’ll do:  * Own technical programs that improve the systems, tooling, and workflows behind customer self-service, internal support knowledge, and AI-assisted discovery (e.g., RAG pipelines, semantic search, and agentic workflows). * Drive cross-functional alignment across Knowledge Systems, engineering, product, and partner teams to translate complex knowledge taxonomies and unstructured data into clear technical specifications, APIs, schemas, and execution plans. * Lead the planning and delivery of high-leverage initiatives such as workflow automation, knowledge system modernization, CMS improvements, metadata and structure enhancements, and launch-readiness tooling. * Partner with Knowledge Systems leads to ensure knowledge is accurate, structured for machine-readability and actionability, ready ahead of launch, and governed appropriately for customer, specialist, and compliance needs. * Build and run an operating cadence for technical initiatives, including roadmap tracking, dependency management, risk escalation, and delivery accountability. * Identify opportunities to reduce manual work, improve scale, and prevent headcount from growing linearly with business complexity and launch volume. Required skills and experience: * 5+ years of technical program management, systems implementation, or operational program leadership in a complex cross-functional environment. * Deep familiarity with modern information retrieval architectures (such as vector databases, RAG, and LLM orchestration tools like LangChain or LlamaIndex) alongside CMS platforms, structured content, and metadata models. * Strong systems thinking and operational judgment, with the ability to connect technical decisions to customer impact, specialist usability, compliance risk, and business performance. * Experience translating operational strategy into technical requirements, data schemas, and tooling investments. * Strong understanding of content systems, knowledge management, workflow automation, and internal tooling in operations or CX environments. * Proven ability to drive alignment across technical and non-technical stakeholders, especially where ownership is distributed and tradeoffs must be actively managed. * Demonstrated experience leading ambiguous, multi-team initiatives from concept through launch with clear accountability, risk management, and measurable outcomes. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality JOB ID: P77124 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): $148,835—$175,100 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.

Zscaler

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. We are looking for a CAP Manager to join our team. This is a Remote US based role [EST Preferred], reporting to the Senior Manager, CAP & Incident Management in the Customer Success organization. In this critical, high-visibility leadership role, you will provide the highest level of escalation for critical customer situations that put the business relationship, account, or opportunity at risk. You will lead and manage the resolution of critical issues by building and executing comprehensive action plans, managing cross-functional alignment across product, services, and sales, and delivering strategic status communications up to the VP and C-suite level. What you’ll do (Role Expectations) * Ownership for driving progress and resolution of customer's critical issues per assigned geographic region * Develop and execute action plans in conjunction with cross-functional product development and management teams * Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level * Demonstrate strong judgment at risk management and problem mitigation, making timely decisions from both business and technical perspectives * Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process, and people Who You Are (Success Profile) * You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. * You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. * You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) * Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain * Program or project management of critical issues in a cross-functional environment that includes working with sales, customers, and partners to resolve complex and critical issues * Technical background in the security and/or networking space with the ability to speak to the product from an engineering level to a customer executive level * Experience in customer-facing sales and/or services delivery roles with a focus on driving complex technical issues to closure * BA/BS in computer science, engineering, information systems, or equivalent practical experience What Will Make You Stand Out (Preferred Qualifications) * Experience leveraging AI-driven sentiment analysis, automated support insights, or predictive analytics to proactively identify, track, and mitigate high-risk customer escalations * Experience as an Escalations Engineer, Technical Account Manager, Engineering Manager, or Customer Support Manager at an enterprise technology or SaaS company. * Experience with Secure Service Edge, Zero Trust SASE, and/or Zero Trust Network Access products and solutions * Master of Business Administration (MBA)   #LI-Remote #LI-RL2 Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $127,400—$182,000 USD At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: * Various health plans * Time off plans for vacation and sick time * Parental leave options * Retirement options * Education reimbursement * In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.