[Remote] Program Manager, Global Technical Services

Note: The job is a remote job and is open to candidates in USA. New Relic is a global team dedicated to shaping the future of observability. They are seeking a Program Manager to drive the strategy and execution for customer-facing support platforms, overseeing project lifecycles from discovery through launch while managing self-service customer journeys and implementing AI-driven workflows.

Responsibilities

• Partner with organization leaders to build out strategic roadmaps for scoped programs: the Community Forum, Knowledge Base, and New Relic Platform Help Experience
• Independently lead large-scale, ambiguous projects from planning to implementation, proactively identifying dependencies and the cascading impact of scope or schedule risks
• Build and maintain each project’s artifacts and business documentation - such as but not limited to - problem definitions, business requirements, project plans, decision logs, communications plans (including field or launch announcements), and retrospectives
• Create programmatic operational cadences and maintain a prioritized list of projects and enhancements for each functional area
• Work with Engineering Managers to prioritize engineering backlogs within Jira, define project technical requirements, and oversee development progress
• Provide guidance and delegate project-specific tasks to the team's Business Systems Analysts (BSAs)
• Track program performance metrics via Google Analytics, Tableau, and Salesforce dashboards and own quarterly business review (QBR) preparation
• Design, standardize, and monitor data-driven customer feedback loops across multiple programs
• Continuously improves existing processes and introduce new frameworks to break down cross-functional barriers

Skills

• 4-6 years of successive experience in a Program Manager, Product Manager, or Project Manager role
• Bachelor's Degree in related field
• Led or heavily contributed to successful initiatives on customer-facing support platforms and user engagement campaigns in digital forums/communities
• Managed internal/external Knowledge Bases or worked within a KCS framework
• Experience with Prompt Engineering and/or AI Agent design, processes, and maintenance
• Experience with Salesforce (Service Cloud, Experience Cloud, Agentforce)
• Solid grasp of software development process models and agile methodologies (such as Scrum), both in SFDC and non-SFDC environments
• Experience with program/portfolio management tools (JIRA/Confluence)
• Led transformation initiatives and has expertise in defining and measuring data success metrics to track performance
• Ability to analyze and implement process improvements that drive operational efficiency
• Strong project management discipline to navigate complexity, lead through influence, and secure buy-in across a global matrix organization
• Proven problem-solving and decision-making capabilities to weigh costs and benefits and identify optimal solutions
• Highly developed interpersonal and communication skills to proactively and professionally interact with stakeholders from end-users to executives
• Exceptional organizational skills to manage complex workloads and competing priorities
• Ability to work across timezones in a globally distributed environment
• Familiarity or hands-on experience with UX/UI design principles, layout structures, or user journey mapping
• Experience delivering product-level maturity solutions in partnership with Technical Success stakeholders
• PMI Certified Program Management Professional (PMP)
• Change Management certification (such as ProSci)

Benefits

• Corporate bonus plan
• Healthcare
• Dental
• Vision
• Parental leave and planning
• Mental health benefits
• 401(k) plan and match
• Flex time-off
• 11 paid holidays
• Volunteer time-off
• Other competitive benefits designed to improve the lives of our employees
• Flexible workforce model allowing fully office-based, fully remote, or hybrid work

Company Overview