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.
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
Skills
- 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
- 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)
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
- Other competitive benefits designed to improve the lives of our employees
- Flexible workforce model allowing fully office-based, fully remote, or hybrid work
Company Overview
New 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.