Program Manager – Global Technical Services

New Relic

Program Manager overseeing self-service customer journeys and technical program delivery at New Relic. Leading project lifecycles and integrating AI-driven workflows across customer-facing support platforms.

Posted 6/18/2026full-timeRemote • Oregon • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $137,000 per yearWebsite

Tech Stack

Tools & technologies

CloudSFDCTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

program managementproject managementagile methodologiesScrumPrompt EngineeringAI Agent designdata-driven customer feedbackbusiness documentationperformance metrics trackingrequirements definition

Soft Skills

leadershipcommunicationorganizational skillsproblem-solvingstrategic planningcross-functional collaborationdelegationproactive identification of risksprocess improvementstakeholder engagement