Knowledge Systems TPM — Scale AI Knowledge Ops

Coinbase; Annapolis (MD); Hybrid; USD 149,000 - 175,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical/dental/vision

401(k)

Remote-first with quarterly in-person

Job summary

Coinbase is a remote-first company that values high-impact work and rigorous execution. As Technical Program Manager for Knowledge Systems, you will translate knowledge strategy into technical delivery, bridging customer self-service, knowledge operations, and AI-assisted support to scale without linear headcount growth.

You will own programs that improve systems behind self-service and discovery, drive cross-functional alignment, and lead high-leverage initiatives such as workflow automation

Qualifications

• 5+ years in technical program management or related leadership.
• Expertise in information retrieval architectures (vector databases, RAG) and CMS platforms.
• Strong systems thinking and ability to connect decisions to customer impact.
• Experience translating operational strategy into technical requirements and data schemas.
• Knowledge of content systems, knowledge management, workflow automation, and internal CX tooling.
• Proven ability to drive cross-functional alignment with clear accountability.
• Experience leading ambiguous, multi-team initiatives from concept to launch.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own programs improving systems, tooling, and workflows behind customer self-service, internal support knowledge, and AI-assisted discovery.
• Drive cross-functional alignment across Knowledge Systems, engineering, product, and partner teams to translate complex knowledge taxonomies into technical specs, APIs, schemas, and plans.
• Lead planning and delivery of high-leverage initiatives such as workflow automation, knowledge system modernization, CMS improvements, metadata enhancements, and launch-readiness tooling.
• Partner with Knowledge Systems leads to ensure knowledge is accurate, structured for machine-readability and ready ahead of launch, and governed 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 growth with business complexity and launch volume.

Skills

Technical Program Mgmt

Cross-functional leadership

Information retrieval

CMS platforms

AI/LLM orchestration

Tools

LangChain

LlamaIndex

Job description

Coinbase is a remote-first company that values high-impact work and rigorous execution. As Technical Program Manager for Knowledge Systems, you will translate knowledge strategy into technical delivery, bridging customer self-service, knowledge operations, and AI-assisted support to scale without linear headcount growth.

You will own programs that improve systems behind self-service and discovery, drive cross-functional alignment, and lead high-leverage initiatives such as workflow automation