Technical Program Manager, Knowledge Systems

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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 enhancement

Department: Customer Experience