Technical Program Manager, Global Services

Elastic, the Search AI Company, is seeking a Technical Program Manager to serve as the operational heartbeat of their Practice Development function. The role involves managing the lifecycle of intellectual property, driving usage of new assets, and facilitating collaboration across teams to ensure high-value outcomes for customers worldwide.

Responsibilities:

• Manage the Backlog: Own the intake process for new asset requests (e.g., migration scripts, architecture templates, delivery guides) coming from the field
• Prioritization: Facilitate prioritization frameworks (e.g., RICE, WSJF) to ensure the Practice Development engineers are working on the highest-impact initiatives. Use usage data (e.g., from GitHub traffic, internal portal downloads, or telemetry) to guide future investment. You will tell the story of where we should double down and what we should deprecate
• Technical Literacy: You don’t need to be a Principal Architect, but you must be fluent in the stack. You will be the first line of defense in evaluating 'Field Intake' proposals—distinguishing between niche 'one-off' ideas and scalable global assets
• From 'Built' to 'Used': It is not enough to ship a tool; you must drive its usage. Design internal marketing and enablement campaigns to ensure our global teams are aware of and using new assets
• Feedback Loops: Create structural mechanisms to gather feedback from consultants on existing assets to drive continuous improvement
• Community Driver: Organize and energize our specialization Guilds (e.g., Observability, Security, Search, AI, Migration, Sales, Delivery). You will facilitate technical deep dives, ensure meetings have deep value (not just status checks), and drive Guild leaders to produce tangible outcomes
• Knowledge Harvesting: Identify 'pockets of brilliance' in the field—custom solutions built by consultants—and program manage the process of turning them into official, supported global assets
• Silo-Busting: Facilitate collaboration and integration between the Services teams, Solutions Architects (Pre-sales), Customer Architects (Post-sales), and Product Engineering. Ensure that Practice Development is not building in a vacuum
• The 'Voice' of the Practice: Manage internal communications to the Global Services organization. This includes drafting newsletters, release notes for new assets, and hosting enablement calls
• Unified Standards: Work with Field Engineering leadership to ensure the assets we build are applicable and used across the entire field teams, not just for services team members
• Executive Reporting: Prepare and present in Business Reviews (QBRs/MBRs/WBRs) and executive dashboards that visualize the value of the Practice Development function to leadership
• Define Success: Move beyond 'vanity metrics' (e.g., 'we built 5 tools'). You will define and track important metrics that prove business value, such as Time Saved per Engagement, Asset Utilization Rates, and Contribution to Margin
• Rigorous Execution: strict ownership of the project plan. You will run sprint planning, stand-ups, and retrospectives with an engineering approach. You have the mandate to hold the team accountable for their deliverables. You will track action items and dependencies for everyone involved—including senior leadership—ensuring that critical initiatives do not stall due to lack of focus

Requirements:

• 5+ years of experience as a Program Manager, Technical Project Manager, or Delivery Lead, ideally within a Professional Services, Consulting, or SaaS Customer Success environment
• You understand that processes are meant to serve people, not the other way around. You are skilled at Change Management (ADKAR or similar frameworks)
• You are an exceptional writer and presenter. You can distill complex technical updates into exciting, digestible communications that drive action
• Mastery of project management tools (Jira, Asana, Monday.com, GitHub Projects) and documentation platforms (Confluence, Google Workspace)
• While you don't need to be a developer, you must be comfortable working with highly technical engineers and understanding the lifecycle of software/script development
• Experience with the Elastic Stack (Elasticsearch, Kibana, etc.)
• PMP, CSM, or Change Management certifications
• Experience managing 'InnerSource' or open-source community contributions