Technical Program Manager, Knowledge Systems

About the role

This role focuses on owning technical programs that improve systems, tools, and workflows related to customer self-service and AI-assisted discovery. Key responsibilities include managing initiatives like workflow automation, modernizing knowledge systems, and enhancing content management platforms. The work directly impacts how customers find information and how internal support operates, requiring a strategic approach to technical solutions.

The successful candidate will drive alignment across various teams, including engineering and product, translating complex data and taxonomies into clear technical specifications. This involves planning and delivering high-leverage initiatives, ensuring that knowledge is accurate, machine-readable, and compliant. The role requires establishing an operating cadence for technical initiatives, including roadmap tracking and risk management.

Success in this position means identifying opportunities to reduce manual effort and improve scalability, preventing linear headcount growth as the business expands. The work involves partnering with Knowledge Systems leads to ensure that all content is ready for launch and appropriately governed for different user groups. This role is crucial for optimizing how information is managed and accessed within Coinbase.

The listed annual base salary range for this role is $148,835 to $175,100 USD, with total compensation potentially including equity, bonuses, and benefits.

Skills that matter here

• technical program management: This role requires leading and overseeing technical initiatives from concept through launch, ensuring clear accountability and measurable outcomes.
• systems implementation: The position involves driving the implementation of new systems and improvements to existing ones, particularly for knowledge management and customer support.
• information retrieval architectures: Familiarity with modern architectures like vector databases and RAG is essential for enhancing AI-assisted discovery and semantic search capabilities.
• content management systems: The role involves improving and modernizing CMS platforms to manage structured content and metadata effectively.
• workflow automation: A key aspect of the job is leading initiatives to automate workflows, aiming to reduce manual work and improve efficiency.
• knowledge management: The role focuses on ensuring knowledge is accurate, well-structured, and easily accessible for both customers and internal support teams.

Who this role suits

• A person with a background in technical program leadership or systems implementation in a complex, cross-functional setting.
• Someone who possesses strong systems thinking and operational judgment, capable of connecting technical decisions to business impact.
• An individual adept at translating operational strategies into technical requirements and tooling investments.
• A leader who can effectively drive alignment among diverse technical and non-technical stakeholders, managing distributed ownership and trade-offs.

From the employer

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.
• Application Limit: Candidates may submit a maximum of 4 applications per 30-day 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](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf), [Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and [E-Verify](https://static-assets.coinbase.com/e-verify.pdf) 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 [email protected]. Need screen reading technology? [Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the [tutorial](http://www.chromevox.com/tutorial/).
• Data Privacy & Arbitration: By submitting your application, you agree to our [Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to [Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement).
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.