Website Coinbase
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Technical Program Manager – Knowledge Systems
Coinbase is hiring a Technical Program Manager to lead complex initiatives across knowledge systems, customer support technology, internal tools, and AI-assisted discovery. This remote-first role is open to candidates in the United States and will support the systems that help customers and internal specialists access accurate, structured, and actionable information.
You will work across engineering, product, customer experience, knowledge operations, and partner teams to turn knowledge strategy into scalable technical programs. The role requires strong systems thinking, technical fluency, and the ability to lead ambiguous cross-functional work from planning through launch.
Job Overview
The Knowledge Systems team develops the infrastructure behind customer self-service, internal support content, and AI-assisted knowledge discovery. As Technical Program Manager, you will guide programs that modernize content systems, automate workflows, improve machine-readable knowledge, and strengthen the technical foundation required to scale customer support efficiently.
This position is well suited to an experienced program leader who understands modern information retrieval, content architecture, workflow automation, and the operational realities of customer experience environments.
Key Responsibilities
- Own technical programs supporting customer self-service, internal support knowledge, and AI-assisted information discovery.
- Lead initiatives involving retrieval-augmented generation pipelines, semantic search, agentic workflows, content management systems, and internal tooling.
- Translate knowledge taxonomies, metadata models, and unstructured content into clear technical requirements, schemas, APIs, and implementation plans.
- Coordinate execution across Knowledge Systems, engineering, product, customer experience, and partner teams.
- Drive programs related to workflow automation, knowledge platform modernization, CMS improvements, metadata quality, and launch-readiness tooling.
- Help ensure knowledge content is accurate, structured for machine use, available before launches, and governed for customer, specialist, and compliance requirements.
- Build an operating cadence for roadmap tracking, dependency management, delivery accountability, and risk escalation.
- Identify opportunities to reduce manual work and improve operational scale.
- Connect technical program decisions to customer impact, specialist usability, compliance exposure, and business performance.
- Use generative AI responsibly while maintaining human oversight and measurable standards for quality, cost, and workflow efficiency.
Required Qualifications
- At least 60 months of experience in technical program management, systems implementation, or operational program leadership.
- Experience leading complex initiatives across multiple technical and non-technical teams.
- Strong familiarity with modern information retrieval technologies, including vector databases, retrieval-augmented generation, and large language model orchestration tools.
- Working knowledge of platforms or frameworks such as LangChain, LlamaIndex, content management systems, structured content, and metadata models.
- Experience converting operational strategies into technical specifications, data schemas, workflow designs, and tooling investments.
- Strong understanding of knowledge management, content systems, workflow automation, and internal tools used in customer operations or customer experience environments.
- Demonstrated ability to manage distributed ownership, competing priorities, dependencies, and technical tradeoffs.
- Experience leading ambiguous, multi-team programs from concept through launch.
- Strong written and verbal communication skills.
- Sound judgment when applying generative AI to business workflows and operational systems.
Technical Focus Areas
- Knowledge management systems.
- Retrieval-augmented generation pipelines.
- Semantic search.
- Vector databases.
- LLM orchestration.
- Content management systems.
- Structured content and metadata.
- Workflow automation.
- Internal support tooling.
- AI-assisted customer support.
Work Arrangement
- Remote-first position within the United States.
- Coinbase is remote-first but not remote-only.
- Employees are expected to participate in quarterly in-person working sessions known as surges.
- The role involves regular collaboration across engineering, product, operations, customer experience, and compliance-related teams.
Compensation and Benefits
The annual base salary range for this position is $148,835 to $175,100. Final compensation may vary by location, qualifications, and experience.
Total compensation may also include equity and bonus eligibility.
- Medical, dental, and vision benefits.
- 401(k) retirement plan.
- Potential equity compensation.
- Potential bonus eligibility.
- Remote-first working environment.
- Quarterly in-person collaboration sessions.
About the Opportunity
This role offers the opportunity to shape the technical systems behind customer knowledge, self-service, internal support, and AI-assisted discovery at Coinbase. You will help build scalable programs that improve knowledge accuracy, reduce manual work, strengthen operational readiness, and support customer growth without requiring support headcount to increase at the same pace.
Coinbase limits candidates to a maximum of three applications within a six-month period.
Job ID: P77124
Job Apply Link: https://www.coinbase.com/careers/positions/8013892