Technical Program Manager, Knowledge Systems

Coinbase

Technical Program Manager at Coinbase building infrastructure for customer self-service and internal tools. Leading cross-functional teams to scale support without increasing headcount linearly.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $148,835 - $175,100 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

technical program managementsystems implementationworkflow automationknowledge managementdata schemasmetadata modelsinformation retrieval architecturesRAG pipelinesvector databasesLLM orchestration tools

Soft Skills

systems thinkingoperational judgmentcross-functional alignmentstakeholder managementrisk managementaccountabilitystrategic translationproblem-solvingcommunicationleadership

Tools & Technologies

CMS platformsLangChainLlamaIndexknowledge systemsoperating cadence toolsroadmap tracking toolsdependency management toolsAI-assisted discovery toolscustomer self-service systemsinternal support knowledge systems

Industry Keywords

customer experience (CX)compliancebusiness performancemachine-readabilitystructured contentlaunch-readinesstechnical specificationsunstructured dataautomationinitiative delivery

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).