Program Manager – Global Technical Services

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🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $110k - $137k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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New Relic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

Enterprise • SaaS • Cybersecurity

New Relic is a comprehensive monitoring and observability platform designed to help organizations understand and optimize the performance of their applications and infrastructure. It provides a range of tools for application performance monitoring (APM), infrastructure monitoring, and data insights, enabling users to track performance metrics, detect anomalies, and enhance user experience across various technology stacks. With features like AI monitoring, mobile app monitoring, and vulnerability management, New Relic empowers businesses to improve operational efficiency and maintain system robustness.

📋 Description

• 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.

🎯 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).

🏖️ Benefits

• 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