Technical Program Manager, Knowledge Systems

Role: Technical Program Manager, Knowledge Systems

As a Technical Program Manager on Coinbase’s Knowledge Systems team, you’ll translate knowledge strategy into technical execution. You’ll bridge customer experience, knowledge operations, and technical delivery to scale support knowledge and AI-assisted discovery without scaling headcount linearly.

What you’ll do

• Own technical programs improving the systems, tooling, and workflows behind:
  • customer self-service knowledge
  • internal support knowledge
  • AI-assisted discovery (e.g., RAG pipelines, semantic search, agentic workflows)
• Drive cross-functional alignment across Knowledge Systems, engineering, product, and partner teams to convert complex taxonomies and unstructured data into:
  • technical specifications
  • APIs, schemas, and execution plans
• Lead delivery of high-leverage initiatives such as:
  • workflow automation
  • knowledge system modernization
  • CMS improvements
  • metadata/structure enhancements
  • launch-readiness tooling
• Ensure readiness and governance: partner with Knowledge Systems leads so knowledge is accurate, machine-readable/actionable, ready ahead of launch, and governed for customer, specialist, and compliance needs
• Build and run an operating cadence for technical initiatives (roadmap tracking, dependency management, risk escalation, delivery accountability)
• Identify opportunities to reduce manual work, improve scale, and prevent linear headcount growth with business complexity and launch volume

Required skills & experience

• 5+ years in technical program management, systems implementation, or operational program leadership in complex cross-functional environments
• Strong familiarity with information retrieval architectures, including:
  • vector databases
  • RAG
  • LLM orchestration tools (e.g., LangChain or LlamaIndex)
  • plus CMS platforms, structured content, and metadata models
• Systems thinking and operational judgment; 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
• Understanding of content systems, knowledge management, and workflow automation in operations/CX environments
• Proven ability to drive alignment across technical and non-technical stakeholders and manage tradeoffs
• Experience leading ambiguous, multi-team initiatives from concept through launch with accountability, risk management, and measurable outcomes
• Uses generative AI responsibly, with human oversight for business-ready outputs and measurable improvements in workflow efficiency, cost, and quality

Location / work model

• San Francisco, CA
• Coinbase is remote-first but not remote-only; expects quarterly in-person working sessions called “surges.”