Senior Technical Program Manager, Knowledge Systems

Datadog•New York City, NY

About The Position

We are seeking a highly motivated and experienced Senior Technical Program Manager to lead and evolve our Knowledge Systems program within the Technical Solutions (TS) organization. Datadog’s TS org is composed of 1000+ customer-facing technical experts around the world from Sales Engineers, Technical Account Managers, Support Engineers, and Solution Architects who work with prospects and customers across their journey with Datadog to deliver outstanding customer experiences and drive growth through rapid product adoption. As a TPM on our team, you will serve as a multiplier for the TS Org by leading a technical Knowledge Systems program that incorporates robust systems and scalable processes to enable our community of Technical Experts. You will integrate cutting-edge AI technologies to enhance information capture, accessibility and utility, ensuring that knowledge is a dynamic resource that helps deliver great customer experience and supports continuous growth and innovation.

Requirements

Proven Technical PM Experience : Over 5 years of experience leading complex, cross-functional, portfolio-based programs in a SaaS or technical space. Experience with support, sales, or professional services teams is a plus.
Data-Driven : Skilled at using quantitative and qualitative data to guide decisions, measure effectiveness, and iterate.
Clear Communicator : Ability to convey complex ideas concisely to diverse audiences, including technical specialists, product leads, and senior executives.
Collaborative & Influential : Proven ability to build strong partnerships and influence without direct authority to align teams on shared goals.
Growth-Oriented : Thrive in dynamic environments, continuously seeking to improve processes and learn new technologies.
Excellent Execution and PM foundations: Proven management of scope, schedule, and cost, with strengths in project scoping, timeline management, resource planning, and risk management. PMP, Agile training, or equivalent certification preferred.
Technical Background : Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent industry experience.

Nice To Haves

Knowledge Management Systems Expertise : Experience with Knowledge Management Systems (KMS) and frameworks like Knowledge Lifecycle Management (KLM) is a plus.

Responsibilities

Own and maintain the roadmap for Knowledge Systems across the TS Organization.
Oversee the creation and implementation of systems and processes for knowledge creation, capture, dissemination, and continuous updates.
Work with stakeholders to support a dynamic everboarding process for ongoing learning and enabling of Technical Solutions to new product updates.
Establish and oversee policies for content creation, updates, and archiving to ensure the knowledge base remains accurate, relevant, and comprehensive.
Work closely with technical support teams, technical writers, product teams, and subject matter experts across the organization.
Leverage AI to automate knowledge management processes wherever possible, ideally curating our extensive knowledge-base as it’s being used.
Drive the adoption of knowledge management practices across the organization, advocating for a culture where information sharing is valued and recognized.
Engage senior stakeholders to support this shift and provide necessary resources.
Continuously assess the effectiveness of KM initiatives using defined metrics, soliciting feedback from users to refine approaches and technologies.
Implement a feedback loop that integrates user insights into ongoing KM and AI enhancements.
Ensure progress toward goals by communicating status, relevant updates, risks, and impact across teams & projects, adapting communications for different levels.