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, ensuring the global team uses the best standards to solve customer problems, and driving the adoption of new assets across the organization.

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
• Design internal marketing and enablement campaigns to ensure our global teams are aware of and using new assets
• Create structural mechanisms to gather feedback from consultants on existing assets to drive continuous improvement
• Organize and energize our specialization Guilds (e.g., Observability, Security, Search, AI, Migration, Sales, Delivery)
• Facilitate technical deep dives, ensure meetings have deep value (not just status checks), and drive Guild leaders to produce tangible outcomes
• 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
• Facilitate collaboration and integration between the Services teams, Solutions Architects (Pre-sales), Customer Architects (Post-sales), and Product Engineering
• Manage internal communications to the Global Services organization
• Prepare and present in Business Reviews (QBRs/MBRs/WBRs) and executive dashboards that visualize the value of the Practice Development function to leadership
• Define and track important metrics that prove business value, such as Time Saved per Engagement, Asset Utilization Rates, and Contribution to Margin
• Run sprint planning, stand-ups, and retrospectives with an engineering approach

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)
• 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