Technical Program Manager, Knowledge Systems

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of technical programs aimed at enhancing the systems, tools, and processes that support customer self-service, internal support knowledge, and AI-driven discovery (including RAG pipelines, semantic search, and agentic workflows).

• Foster cross-functional collaboration among Knowledge Systems, engineering, product, and partner teams to convert intricate knowledge taxonomies and unstructured data into straightforward technical specifications, APIs, schemas, and execution strategies.

• Oversee the planning and execution of high-impact initiatives such as workflow automation, modernization of knowledge systems, improvements to CMS, enhancements in metadata and structure, and tools for launch readiness.

• Collaborate with Knowledge Systems leaders to ensure that knowledge is accurate, formatted for machine-readability and actionability, ready prior to launch, and appropriately governed to meet customer, specialist, and compliance requirements.

• Establish and manage a rhythm for technical initiatives, encompassing roadmap tracking, dependency oversight, risk escalation, and accountability for delivery.

• Discover opportunities to minimize manual tasks, enhance scalability, and avoid a linear increase in headcount as business complexity and launch volume rise.

⛳️ Requirements

• A minimum of 5 years of experience in technical program management, systems implementation, or operational program leadership within a complex cross-functional setting.

• Extensive knowledge of contemporary information retrieval architectures (such as vector databases, RAG, and LLM orchestration tools like LangChain or LlamaIndex), as well as CMS platforms, structured content, and metadata models.

• Strong systems thinking and operational judgment, with the capability to link technical decisions to customer outcomes, specialist usability, compliance risks, and business performance.

• Experience in translating operational strategies into technical requirements, data schemas, and tooling investments.

• Solid understanding of content systems, knowledge management, workflow automation, and internal tools in operations or CX environments.

• Proven ability to achieve alignment among both technical and non-technical stakeholders, particularly when ownership is shared and trade-offs must be managed proactively.

• Documented experience in leading ambiguous, multi-team initiatives from inception to launch with clear accountability, risk management, and measurable results.

• Responsible use of generative AI, ensuring human oversight to provide business-ready outputs and drive quantifiable enhancements in workflow efficiency, cost, and quality.

🏝️ Benefits

• Total compensation may also include equity and bonus eligibility, as well as benefits such as medical, dental, vision, and 401(k).