Technical Program Manager

Job ID#:Title: Technical Program ManagerDuration: 6 monthsStart Date: 10/6Location: RemoteW2/C2C: W2 OnlyJob DescriptionYour primary responsibility will be to ensure a successful end-to-end launch of the new Workforce Management system (WFM) for the Customer Experience (CX) organization. You will own both technical and non-technical aspects of rollout. You will 1) partner with business stakeholders understanding their requirements and represent these needs with internal and external partners, 2) partner with internal technical teams to ensure success of the WFM implementation, and 3) partner with external stakeholders to ensure the vendor's implementation is successful.You will evaluate, prioritize, plan, and execute cross functional requirements for multiple CX WFM teams. You will also set up systems and processes for the ongoing maintenance and improvement of the WFM platform including the intake and prioritization of new features and requirements. You are well versed on WFM jobs to be done and capabilities and have experience assessing requirements and making tradeoffs for growing technology programs. You will work with cross functional partners across a wide variety of teams (Engineering, Customer Experience, Compliance, Security, IT, etc.) to deliver value for internal partners. You will report to a Group Product Manager on a team of PMs and TPMs within our Enterprise Applications and Architecture addition to the core WFM implementation, you may also drive additional priorities and requirements for related platforms used by the CX Platform Operations team for Case Management, Quality Management, Content Management and Learning & Development.ResponsibilitiesDevelop and manage the overall project plan and timeline for the WFM implementation across Product, Engineering, Quality, and other business teams involved in the integrationWork directly with the Business stakeholders to understand business requirements and dependenciesProactively builds relationships with key cross functional stakeholders across a wide variety of internal stakeholders.Maintain project timelines, milestones, risk tracker, decision log and regular status reportsCommunicate risks, status, and timelines to partners and senior managementCollaborate with Engineering to identify, scope, and deliver non-functional requirementsMaintain compliance with IT and security policies and proceduresFacilitate regular status meetings and ensure alignment across teams on goals, dependencies, and issuesOwn UAT/testing of WFM requirementsLead change management efforts including communication, training, and adoption planningOwn the post go-live support and ensure a successful transition to steady state operationsSkills5+ years experience in technical project/program managementStrong prioritization methods with communication (written and verbal) skills to navigate tough trade off discussionsDemonstrated experience working with customer experience or customer support organizationsWillingness to learn and apply processes unique to the challenges at CoinbaseExperience in successfully applying Lean, Agile, ITIL, or process improvement to previous workflowsExpert at coordinating highly technical teams and delivering value to internal customers effectivelyDesign and improve procedures that solve problems in simple and scalable waysHigh proficiency in Jira, Slack, and G-Suite #J-18808-Ljbffr

Created: 2026-04-20