Technical Program Manager, Knowledge Systems

About the Opportunity

Coinbase is hiring a Technical Program Manager, Knowledge Systems to turn customer-support knowledge strategy into scalable technical systems and programs.

This is a remote position within the United States. Coinbase operates as a remote-first company, although employees are expected to participate in quarterly in-person working sessions known as “surges.”

The role sits at the intersection of customer experience, knowledge management, AI-assisted support, information retrieval, systems implementation, and technical program delivery.

What You’ll Do

• Own technical programs that improve customer self-service, internal support knowledge, and AI-assisted discovery.
• Help develop systems involving retrieval-augmented generation, semantic search, and agentic workflows.
• Translate complex knowledge taxonomies and unstructured information into technical specifications, APIs, schemas, and execution plans.
• Lead initiatives involving workflow automation, knowledge-system modernization, CMS improvements, metadata, content structure, and launch-readiness tooling.
• Partner with Engineering, Product, Knowledge Systems, and other teams to deliver cross-functional programs.
• Ensure knowledge is structured for machine readability, customer usefulness, specialist workflows, and compliance requirements.
• Manage roadmaps, dependencies, delivery risks, escalations, and accountability across technical initiatives.
• Identify opportunities to reduce manual work and scale customer-support operations more efficiently.

Required Experience

Candidates need at least five years of experience in technical program management, systems implementation, operational program leadership, or a comparable role within a complex cross-functional environment.

AI, Search and Knowledge Systems

The role requires strong familiarity with modern information-retrieval architectures, including vector databases, retrieval-augmented generation, and LLM orchestration technologies such as LangChain or LlamaIndex.

Candidates should also understand CMS platforms, structured content, metadata models, knowledge-management systems, workflow automation, and internal tooling.

Technical Program Leadership

The successful candidate should be able to translate operational strategy into technical requirements, schemas, tooling investments, and delivery plans.

Strong systems thinking, risk management, cross-functional influence, and the ability to lead ambiguous multi-team initiatives from concept through launch are essential.

Responsible AI

Coinbase expects responsible use of generative AI with appropriate human oversight. Candidates should be able to use AI to improve workflow efficiency, cost, and quality while remaining accountable for business-ready outputs.

Remote Work and In-Person Collaboration

This role is remote within the United States. Coinbase is remote-first rather than remote-only, and employees should expect quarterly in-person working sessions called “surges.”

Compensation

The annual base salary range for this position is $148,835 to $175,100 USD.

Equity, bonus eligibility, and employee benefits may be provided separately from the published base salary range.

About Coinbase

Coinbase operates a cryptocurrency and digital-asset platform serving individuals, businesses, developers, and institutions.

Candidates applying through WorkinVirtual will be directed to Coinbase’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.