Technical Program Manager, Knowledge Systems

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.