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About the Role

The Global Technical Services organization is seeking a Program Manager to lead strategy and execution for New Relic’s customer-facing support platforms, including the Platform Help Experience, Community Forum, and Knowledge Base. This role operates at the intersection of technical program delivery and product management, focusing on evolving self-service customer journeys and implementing AI-driven workflows.

Responsibilities

Partner with organization leaders to build strategic roadmaps for 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 risks.
Build and maintain project artifacts and business documentation, including problem definitions, business requirements, project plans, and communication plans.
Create programmatic operational cadences and maintain a prioritized list of projects and enhancements.
Work with Engineering Managers to prioritize engineering backlogs, define technical requirements, and oversee development progress.
Provide guidance and delegate project-specific tasks to Business Systems Analysts.
Track program performance metrics using Google Analytics, Tableau, and Salesforce dashboards and prepare for quarterly business reviews.
Design, standardize, and monitor data-driven customer feedback loops across multiple programs.
Continuously improve 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 a related field.
Experience leading or contributing to initiatives on customer-facing support platforms and user engagement campaigns in digital forums/communities.
Experience managing internal/external Knowledge Bases or working 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).
Experience with program/portfolio management tools (JIRA/Confluence).
Experience 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 and lead through influence.
Proven problem-solving and decision-making capabilities.
Highly developed interpersonal and communication skills.
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).
Visa sponsorship is not available for this position.
Must verify identity and eligibility to work and complete employment eligibility verification.
A criminal background check is required.
Compliance with U.S. export controls and licensing requirements may be necessary.

Skills

Program Management
Product Management
Project Management
Customer-facing support platforms
Self-service
AI-driven workflows
Strategic roadmaps
Agile methodologies
Scrum
JIRA
Confluence
Salesforce Experience Cloud
Salesforce Service Cloud
Salesforce Agentforce
Knowledge Base management
KCS framework
Prompt Engineering
AI Agent design
Data analysis
Process improvement
Change management
UX/UI design principles
User journey mapping
Google Analytics
Tableau
Salesforce dashboards

Location

Remote

Work Type

Remote
Hybrid
Office-based

Experience Level

4-6 years

Education Level

Bachelor’s Degree

Salary/Compensations

$110,000—$137,000 USD

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

About the Company

New Relic is a global team of innovators and pioneers dedicated to shaping the future of observability.
We build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems.
We are expanding our global footprint and looking for passionate people to join our mission.
We help the world's best companies optimize their digital applications.

Equal Opportunity

Fostering a diverse, welcoming and inclusive environment is important to us.
We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day.
We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones.
Their experiences and perspectives inspire us to make our products and company the best they can be.
We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model.
This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.
Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers.
New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements.
Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy