Program Manager, Global Technical Services

New Relic•Portland, OR

6d•$110,000 - $137,000•Hybrid

About The Position

The Global Technical Services organization is looking for a Program Manager who can be a leader in the self-service space. In this role, you will drive the strategy and execution for New Relic’s customer-facing support platforms, operating at the intersection of technical program delivery and product management. The program's scope includes the Platform Help Experience, Community Forum, and Knowledge Base—platforms built on New Relic technology and Salesforce Experience Cloud, with integrations into Atlassian Confluence. Reporting to the Director of Enterprise Systems and Solutions, you will develop the program strategy and deliver high-value, customer-centric outcomes through continuous, data-driven improvements. Working closely with the team's Engineering Managers and partnering with key stakeholders across the company (including Security, Legal, Compliance, Product Language, Enablement, and Marketing), you will oversee project lifecycles from initial discovery through launch and beyond. This requires strong change management expertise to ensure consistent alignment among cross-functional partners at every stage. Ultimately, you will manage the evolution of our self-service customer journeys, the unification of our various customer-facing support platforms, and the implementation of AI-driven workflows.

Requirements

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.

Nice To Haves

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).

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.