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Team/ Role Paragraph: The Knowledge Systems team builds the infrastructure powering accurate knowledge across customer self-service, internal tools, and AI-assisted support. As Technical Program Manager, you will translate knowledge strategy into technical execution. This is a systems-focused role bridging customer experience, knowledge operations, and technical delivery to build the foundation required to scale support without scaling headcount linearly.
What you’ll do:
- 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.
Required skills and experience:
- 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
JOB ID: P77124
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Application Limit: Candidates may submit a maximum of 4 applications per 30-day period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
- AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.
Skills Required
- 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 (vector databases) and Retrieval-Augmented Generation (RAG).
- Experience with LLM orchestration tools such as LangChain or LlamaIndex.
- Familiarity with CMS platforms, structured content, and metadata models.
- Strong systems thinking and operational judgment connecting technical decisions to customer impact and compliance risk.
- 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 CX/operations.
- Proven ability to drive alignment across technical and non-technical stakeholders with distributed ownership.
- Demonstrated experience leading ambiguous, multi-team initiatives from concept through launch with accountability and measurable outcomes.
- Experience utilizing generative AI responsibly with human oversight to improve workflows, cost, and quality.
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven, pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary, bonus, and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact, so when Coinbase and its people perform, total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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