[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.ResponsibilitiesPartner with organization leaders to build out strategic roadmaps for scoped programs: the Community Forum, Knowledge Base, and New Relic Platform Help ExperienceIndependently lead large-scale, ambiguous projects from planning to implementation, proactively identifying dependencies and the cascading impact of scope or schedule risksBuild 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 retrospectivesCreate programmatic operational cadences and maintain a prioritized list of projects and enhancements for each functional areaWork with Engineering Managers to prioritize engineering backlogs within Jira, define project technical requirements, and oversee development progressProvide 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) preparationDesign, standardize, and monitor data-driven customer feedback loops across multiple programsContinuously improves existing processes and introduce new frameworks to break down cross-functional barriersSkills4-6 years of successive experience in a Program Manager, Product Manager, or Project Manager roleBachelor's Degree in related fieldLed or heavily contributed to successful initiatives on customer-facing support platforms and user engagement campaigns in digital forums/communitiesManaged internal/external Knowledge Bases or worked within a KCS frameworkExperience with Prompt Engineering and/or AI Agent design, processes, and maintenanceExperience 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 environmentsExperience with program/portfolio management tools (JIRA/Confluence)Led transformation initiatives and has expertise in defining and measuring data success metrics to track performanceAbility to analyze and implement process improvements that drive operational efficiencyStrong project management discipline to navigate complexity, lead through influence, and secure buy-in across a global matrix organizationProven problem-solving and decision-making capabilities to weigh costs and benefits and identify optimal solutionsHighly developed interpersonal and communication skills to proactively and professionally interact with stakeholders from end-users to executivesExceptional organizational skills to manage complex workloads and competing prioritiesAbility to work across timezones in a globally distributed environmentFamiliarity or hands-on experience with UX/UI design principles, layout structures, or user journey mappingExperience delivering product-level maturity solutions in partnership with Technical Success stakeholdersPMI Certified Program Management Professional (PMP)Change Management certification (such as ProSci)BenefitsCorporate bonus planHealthcareDentalVisionParental leave and planningMental health benefits401(k) plan and matchFlex time-off11 paid holidaysVolunteer time-offOther competitive benefits designed to improve the lives of our employeesFlexible workforce model allowing fully office-based, fully remote, or hybrid workCompany OverviewNew Relic is a digital intelligence company that delivers full-stack visibility and analytics to enterprises. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://newrelic.com.