Technical Program Manager, Knowledge Systems

About the role

In this role, you will lead initiatives that improve the systems and workflows behind customer self-service and internal support. You will work across teams to translate complex information into actionable technical specifications, ensuring that knowledge is structured and accurate for various needs.

You will be responsible for driving alignment among engineering, product, and partner teams while managing the planning and delivery of significant projects. Success in this position involves reducing manual work and improving efficiency while maintaining high standards of quality and compliance.

The base salary for this role ranges from $148,835 to $175,100, depending on factors such as location.

Skills that matter here

• technical program management: This role requires extensive experience in managing technical programs across cross-functional teams.
• systems implementation: You will oversee the implementation of systems that enhance customer support and knowledge management.
• information retrieval architectures: Familiarity with modern architectures is essential for translating complex data into usable formats.
• content management systems: Experience with CMS platforms is necessary to improve knowledge systems.
• workflow automation: You will identify opportunities to automate workflows and improve operational efficiency.
• knowledge management: This role focuses on ensuring that knowledge is structured and accessible for various stakeholders.

Who this role suits

• A person who thrives in a fast-paced, high-pressure environment.
• Someone who has a strong ability to connect technical decisions to customer impact.
• An individual who excels in driving alignment among diverse teams.
• A candidate who is comfortable leading complex, multi-team initiatives 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.