Technical Program Manager, Knowledge Systems & AI Workflows

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

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.