Technical Program Manager, Knowledge Systems

CryptoproNetwork; Northern (KY); Hybrid; USD 149,000 - 175,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Job summary

CryptoproNetwork in Northern Kentucky is seeking a Technical Program Manager for the Knowledge Systems team to translate knowledge strategy into technical execution. This is a systems-focused role bridging customer experience, knowledge operations, and technical delivery to scale support without linear headcount growth.

You will own technical programs improving systems, tooling, and workflows behind customer self-service, internal knowledge, and AI-assisted discovery, including RAG pipelines,

Qualifications

• 5+ years leading technical programs in cross-functional environments.
• Experience with information retrieval architectures (vector DBs, RAG) and CMS/metadata models.
• Translate operational strategy into technical requirements and data schemas.
• Knowledge management and workflow automation in CX/ops.
• Ability to drive alignment across technical and non-technical stakeholders.

Responsibilities

• Own technical programs that improve systems behind customer self-service and AI-assisted discovery.
• Drive cross-functional alignment and translate taxonomy into specifications and APIs.
• Lead planning and delivery of initiatives like workflow automation and CMS improvements.
• Partner with Knowledge Systems to ensure accuracy, structure, and governance for launches.
• Build operating cadence for roadmap tracking, risk management, and accountability.
• Identify opportunities to reduce manual work and scale headcount growth.

Skills

Technical program management

Cross-functional collaboration

Systems thinking

Knowledge management

Generative AI governance

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

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