Technical Program Manager, Knowledge Systems

Coinbase; Frankfort (KY); On-site; USD 149,000 - 175,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager to translate knowledge strategy into technical execution across customer self-service and internal tools. This role bridges customer experience, knowledge operations, and delivery to scale support beyond linear headcount growth.

You will lead programs that enhance RAG pipelines, semantic search, and agentic workflows while aligning across Knowledge Systems, engineering, and product teams to deliver clear specifications, APIs, and actionable plans.

Qualifications

• 5+ years in technical program management, systems implementation, or operational leadership in a complex cross-functional environment.
• Deep familiarity with modern information retrieval architectures (vector databases, RAG, LLM orchestration) and CMS platforms, metadata models.
• Strong systems thinking and ability to link technical decisions to customer impact, risk, and performance.
• Experience translating operational strategy into technical requirements, data schemas, and tooling investments.
• Experience with content systems, knowledge management, workflow automation, and internal CX tooling.
• Proven ability to drive alignment across technical and non-technical stakeholders with distributed ownership.

Responsibilities

• 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 knowledge taxonomies into clear specs, APIs, schemas, and execution plans.
• Lead planning and delivery of initiatives such as workflow automation, CMS improvements, metadata enhancements, and launch-readiness tooling.
• Partner with Knowledge Systems leads to ensure accuracy and machine-readability of knowledge, ready for launch and compliant with requirements.
• Build and run an operating cadence for technical initiatives including roadmap tracking, dependency management, and risk escalation.
• Identify opportunities to reduce manual work and scale without linear headcount growth.

Skills

Technical program management

Systems thinking

Cross-functional collaboration

Knowledge management

Workflow automation

AI governance

Customer impact alignment

Data schemas

Stakeholder management

Operations in CX

Tools

LangChain

LlamaIndex

CMS platforms

Vector databases

RAG pipelines

Job description

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.