Technical Program Manager, Knowledge Systems
WFA Digital Insight
In the current remote job market, demand for technical program managers with expertise in knowledge systems has grown significantly. With the rise of digital transformation, companies like Coinbase are seeking professionals who can bridge the gap between customer experience, knowledge operations, and technical delivery. As the demand for paid media specialists grew 25% in 2025, technical program managers with a deep understanding of modern information retrieval architectures are in high demand. Before applying, candidates should be aware of the intense environment and high expectations at Coinbase, as well as the company's commitment to increasing economic freedom.
Job Description
About the Role
The Technical Program Manager, Knowledge Systems role at Coinbase is a unique opportunity to work at the intersection of customer experience, knowledge operations, and technical delivery. As a key member of the Knowledge Systems team, you will be responsible for translating knowledge strategy into technical execution, driving cross-functional alignment, and building the foundation required to scale support without scaling headcount linearly. The Knowledge Systems team builds the infrastructure powering accurate knowledge across customer self-service, internal tools, and AI-assisted support.The role entails working closely with various stakeholders, including engineering, product, and partner teams, to translate complex knowledge taxonomies and unstructured data into clear technical specifications, APIs, schemas, and execution plans. You will also be responsible for leading 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.
The ideal candidate will have a deep understanding of modern information retrieval architectures, CMS platforms, structured content, and metadata models. They will also have experience with content systems, knowledge management, workflow automation, and internal tooling in operations or CX environments.
What You Will Do
- Own technical programs that improve the systems, tooling, and workflows behind customer self-service, internal support knowledge, and AI-assisted discovery
- 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
- Collaborate with cross-functional stakeholders to drive technical program management and ensure successful delivery of initiatives
- Develop and maintain technical documentation, including technical specifications, architecture diagrams, and API documentation
What We Are Looking For
- 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
- Strong systems thinking and operational judgment, with the ability to connect technical decisions to customer impact, specialist usability, compliance risk, and business performance
- Experience with content systems, knowledge management, workflow automation, and internal tooling in operations or CX environments
- Strong understanding of CMS platforms, structured content, and metadata models
- 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 improvement
Nice to Have
- Experience with cloud-based technologies, such as AWS or Google Cloud
- Familiarity with agile development methodologies and version control systems, such as Git
- Knowledge of data analytics and visualization tools, such as Tableau or Power BI
- Experience with machine learning or natural language processing
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health, dental, and vision insurance
- Flexible PTO and remote work options
- Professional development opportunities, including training and conference sponsorships
- Access to cutting-edge technologies and tools
- Opportunity to work with a talented and dedicated team
- Quarterly in-person working sessions, called “surges,” to collaborate and drive business outcomes
How to Stand Out
- tip: When applying for this role, be sure to highlight your experience with modern information retrieval architectures and content systems.
- tip: Showcase your ability to drive cross-functional alignment and technical program management in your resume and cover letter.
- tip: Prepare to discuss your experience with workflow automation, knowledge system modernization, and launch-readiness tooling during the interview process.
- tip: Be prepared to provide specific examples of your experience leading ambiguous, multi-team initiatives and driving measurable outcomes.
- tip: Research Coinbase's company culture and values to demonstrate your understanding of the company's mission and vision.
- tip: Be ready to discuss your experience with generative AI and how you utilize it responsibly in your work.
- tip: Consider creating a portfolio that showcases your technical skills and experience, and be prepared to discuss it during the interview process.
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