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Program Manager, Global Technical Services

6 hours, 5 minutes ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Agile Google Analytics JIRA Salesforce Scrum Tableau UI Design UX Design
Apply Now
New Relic

New Relic

New Relic provides a comprehensive observability platform that enables engineers to monitor, debug, and enhance the performance of their entire software stack through real-time analytics and insights.

Internet Software & Services
1K-5K
Founded 2008
$520M raised
View All Jobs 44

Description

  • Partner with organizational leaders to build strategic roadmaps for the Community Forum, Knowledge Base, and Platform Help Experience.
  • Lead large-scale, ambiguous programs from planning through implementation, managing dependencies and schedule or scope risks.
  • Create and maintain project artifacts and business documentation, including problem definitions, business requirements, project plans, decision logs, communications plans, and retrospectives.
  • Establish program operating cadences and maintain prioritized backlogs of projects and enhancements for each functional area.
  • Work with Engineering Managers to prioritize Jira backlogs, define technical requirements, and track development progress.
  • Guide Business Systems Analysts and delegate project-specific tasks.
  • Track program performance using Google Analytics, Tableau, and Salesforce dashboards, and prepare quarterly business reviews.
  • Design, standardize, and monitor data-driven customer feedback loops across multiple programs.
  • Improve existing processes and introduce new frameworks to remove cross-functional barriers.
  • Oversee the evolution and unification of customer-facing support platforms and AI-driven workflows.

Requirements

  • 4-6 years of progressive experience in a Program Manager, Product Manager, or Project Manager role.
  • Bachelor’s degree in a related field.
  • Experience leading or contributing to customer-facing support platforms and digital community engagement initiatives.
  • Experience managing internal or external knowledge bases or working within a KCS framework.
  • Experience with prompt engineering and/or AI agent design, processes, and maintenance.
  • Experience with Salesforce, including Service Cloud, Experience Cloud, or Agentforce.
  • Understanding of software development process models and agile methodologies such as Scrum in both SFDC and non-SFDC environments.
  • Experience with program or portfolio management tools such as JIRA and Confluence.
  • Experience leading transformation initiatives and defining and measuring success metrics.
  • Strong project management discipline in a global matrix organization, with the ability to lead through influence and secure buy-in.
  • Strong problem-solving, decision-making, communication, and organizational skills.
  • Ability to work across time zones in a globally distributed environment.
  • Familiarity with UX/UI design principles, layout structures, or user journey mapping is preferred.
  • Experience delivering product-level maturity solutions in partnership with Technical Success stakeholders is preferred.
  • PMI Certified Program Management Professional (PMP) is preferred.
  • Change Management certification such as ProSci is preferred.
  • Visa sponsorship is not available for this position.

Benefits

  • Estimated base pay range of $110,000 to $137,000 USD.
  • Eligible for a corporate bonus plan.
  • Healthcare, dental, and vision coverage.
  • Parental leave and planning support.
  • Mental health benefits.
  • 401(k) plan with company match.
  • Flex time-off plus 11 paid holidays.
  • Volunteer time-off.
  • Flexible workforce model with fully office-based, fully remote, or hybrid options.

Interested in this position?

Apply directly on the company website

Apply Now

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