Technical Program Manager, Knowledge Systems

About the role

This role focuses on owning technical programs that enhance customer self-service, internal support knowledge, and AI-assisted discovery, including RAG pipelines and semantic search. The work involves translating complex knowledge taxonomies and unstructured data into clear technical specifications and execution plans. Key initiatives include workflow automation, modernizing knowledge systems, and improving content management platforms.

The Technical Program Manager will drive cross-functional alignment across engineering, product, and partner teams. This involves building and maintaining an operating cadence for technical initiatives, managing roadmaps, dependencies, and risks. The goal is to ensure knowledge is accurate, machine-readable, and compliant with various needs, and to prevent linear headcount growth as business complexity increases.

Success in this position requires a strong ability to connect technical decisions with their impact on customers, usability for specialists, compliance risks, and overall business performance. The role demands translating operational strategies into technical requirements and tooling investments, with a focus on improving scale and reducing manual effort within the knowledge ecosystem.

The annual base salary for this position is listed between $148,835 and $175,100 USD, with total compensation potentially including equity and bonus eligibility.

Skills that matter here

• technical program management: This role requires leading and overseeing technical initiatives from concept through launch, ensuring clear accountability and risk management.
• systems implementation: The position involves driving the implementation of new systems and improvements to existing ones for knowledge management and customer support.
• information retrieval architectures: Familiarity with modern architectures like vector databases and RAG is crucial for enhancing AI-assisted discovery and semantic search capabilities.
• content management systems: The role includes improving CMS platforms, structured content, and metadata models to optimize knowledge accessibility and machine readability.
• workflow automation: A key responsibility is leading initiatives to automate workflows, aiming to reduce manual work and improve operational efficiency.
• knowledge management: The manager will partner with leads to ensure knowledge is accurate, structured, and governed appropriately for various stakeholders.

Who this role suits

• You have at least five years of experience leading technical programs or operational initiatives in complex, cross-functional settings.
• You possess strong systems thinking and operational judgment, capable of linking technical choices to business outcomes and customer experience.
• You are adept at driving alignment among diverse technical and non-technical stakeholders, managing distributed ownership and trade-offs.
• You have a proven track record of leading ambiguous, multi-team projects from start to finish with clear accountability.

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.