Technical Program Manager, Knowledge Systems

Responsibilities

• 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.

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