Program Manager, Global Technical Services
New
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New RelicObservability/Software
Atlanta, Georgia, USA; Austin, Texas, USA; Portland, Oregon, USA, Ability to work across timezones in a globally distributed environmentFull-TimeManager
Salary110,000 - 137,000 USD per year
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Job Details
- Experience
- 4-6 years
- Required Skills
- AgileSalesforceSCRUMGoogle AnalyticsJiraTableauConfluencePrompt Engineering
Requirements
- 4-6 years experience in Program, Product, or Project Management.
- Bachelor’s Degree in related field.
- Experience with customer-facing support platforms and digital forums.
- Experience with KCS frameworks or Knowledge Base management.
- Experience with Prompt Engineering or AI Agent design.
- Proficiency in Salesforce (Service Cloud, Experience Cloud, Agentforce).
- Expertise in Agile/Scrum methodologies.
- Proficiency in JIRA and Confluence.
- Experience in data-driven metrics and process transformation.
- Strong leadership and stakeholder management skills.
Responsibilities
- Build strategic roadmaps for Community Forum, Knowledge Base, and Platform Help Experience.
- Lead large-scale projects from planning to implementation.
- Maintain project artifacts including business requirements, plans, and decision logs.
- Prioritize engineering backlogs within Jira and define technical requirements.
- Oversee work of Business Systems Analysts.
- Track performance metrics via Google Analytics, Tableau, and Salesforce.
- Design and monitor customer feedback loops.
- Drive continuous process improvement across teams.
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