Program Manager (SaaS)

TL;DR

Program Manager (SaaS): Driving strategy and execution for customer-facing support platforms including community forums and knowledge bases with an accent on AI-driven workflows and cross-functional stakeholder management. Focus on delivering data-driven improvements, managing project lifecycles, and ensuring consistent alignment across global engineering and business teams.

Location: Must be based in the USA (Atlanta, GA; Austin, TX; or Portland, OR). Role supports hybrid, remote, or office-based work models.

Salary: $110,000 - $137,000 USD

Company

hirify.global is a global leader in observability, building an intelligent platform that provides deep insights into complex digital systems for companies worldwide.

What you will do

• Partner with leadership to build strategic roadmaps for community forums, knowledge bases, and platform help experiences.
• Lead large-scale, ambiguous projects from planning through implementation while managing risks and dependencies.
• Collaborate with Engineering Managers to prioritize backlogs in Jira and define technical requirements.
• Design and monitor data-driven customer feedback loops using tools like Tableau and Google Analytics.
• Oversee project artifacts including business requirements, decision logs, and communication plans.
• Drive process improvements to break down cross-functional barriers across a global matrix organization.

Requirements

• 4-6 years of experience in Program, Product, or Project Management.
• Must be authorized to work in the USA (visa sponsorship is not available).
• Proven experience with Salesforce (Service Cloud, Experience Cloud) and agile methodologies.
• Experience with AI Agent design, prompt engineering, or KCS frameworks.
• Strong ability to lead through influence and secure buy-in across global teams.
• Bachelor’s degree in a related field.

Nice to have

• Familiarity with UX/UI design principles and user journey mapping.
• PMP or Change Management (ProSci) certification.
• Experience delivering product-level maturity solutions with Technical Success stakeholders.

Culture & Benefits

• Comprehensive healthcare, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible time-off policy and 11 paid holidays.
• Support for mental health and parental leave.
• Commitment to a diverse, inclusive, and authentic work environment.

Hiring process

• Verification of identity and work eligibility.
• Mandatory criminal background check due to data stewardship requirements.
• Export compliance assessment for specific roles.