[Remote] Technical Program Manager, Knowledge Systems

Note: The job is a remote job and is open to candidates in USA. Coinbase is a remote-first company focused on increasing economic freedom. As a Technical Program Manager for the Knowledge Systems team, you will bridge customer experience and technical delivery, translating knowledge strategy into execution while improving systems and workflows.

Responsibilities

• 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

Skills

• 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

• Total compensation may also include equity and bonus eligibility
• Benefits (medical, dental, vision, 401(k))
• Remote-first, but not remote-only company
• Expect to get together quarterly for intense in-person working sessions called “surges.”

Company Overview

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