Sr. Technical Program Manager, Knowledge Management (Technical Solutions)

Sr. Technical Program Manager, Knowledge Management (Technical Solutions)

New York, New York, USA

Datadog, a leader in cloud-based monitoring and analytics, is building its Program Management Office (PMO) within the Technical Solutions (TS) division.

With over 800+ technical specialists globally including Sales Engineers, Technical Account Managers, and Support Engineers our TS organization works directly with customers to enhance their engagement with Datadog’s suite of products, ensuring a seamless experience and fostering product adoption to drive growth.

As one of the inaugural TPMs on our Technical Solutions Operations (TS Ops) team, you will have the opportunity to serve as a multiplier for the TS Org by building and driving the roadmap for a comprehensive technical knowledge management program that incorporates systems, AI, and scalable processes, to enable our TS community of Technical Experts.

You will integrate cutting-edge AI technologies to enhance information capture, accessibility and utility, ensuring that knowledge is a dynamic resource that helps deliver great customer experience and supports continuous growth and innovation.

We are committed to growth by attracting and developing top talent through a culture of ownership, innovation, diversity, collaboration, and humility.

At Datadog, we value our office culture - the relationships it builds, the creativity it brings to the table, and the collaboration of being together.

We operate as a hybrid workplace to ensure our employees can create a work-life harmony that best fits them.

What You’ll Do :

Oversee the creation and implementation of strategies for knowledge creation, capture, dissemination, and continuous updates.

This includes working with stakeholders to support a dynamic everboarding process for ongoing learning and enabling of Technical Solutions to new product updates.

Establish and oversee policies & processes for content creation, updates, and archiving to ensure the knowledge base remains accurate, relevant, and comprehensive.

Work closely with technical support teams, technical writers, product teams, and subject matter experts across the organization.

• Build and support internal Subject Matter Expert communities to enhance collaboration and knowledge sharing among employees, promoting an ecosystem that supports learning and innovation.
• Plan to incorporate AI to automate knowledge management processes wherever possible, ideally curating our extensive knowledge-base as it’s being used.
• Drive the adoption of knowledge management practices across the organization, advocating for a culture where information sharing is valued and recognized.

Engage senior stakeholders to support this shift and provide necessary resources.

Continuously assess the effectiveness of KM initiatives using defined metrics, soliciting feedback from users to refine approaches and technologies.

Implement a feedback loop that integrates user insights into ongoing KM and AI enhancements.

• Ensure progress toward goals by communicating status, relevant updates, risks, and impact across teams & projects, adapting communications for different levels.
• Effectively influence without direct authority, engaging senior internal and external partners.

Who You Are :

• You bring a proven track record in Knowledge Management, ideally within a tech or SaaS environment, with a deep understanding of the entire knowledge lifecycle.
• You are skilled in crafting KM strategies that integrate technical, cultural, and operational elements, with a knack for leveraging technology to solve traditional knowledge management challenges.
• Proficient in leveraging AI technologies or implementing AI-driven solutions to enhance business outcomes.
• Take a data-driven approach to program management; collecting and analyzing data, prioritizing and making smart tradeoffs, measuring outcomes, and driving stakeholder buy-in.
• Proven experience working collaboratively across organizations; strong leadership and interpersonal skills, experience building and fostering effective working relationships across different levels of the organization.
• You have strong communication skills, attention to detail and are concise, with the ability to simplify complexity to focus your communications on what is most important for specific audiences.
• Effective at influencing without direct authority at senior levels internal and external to the organization.
• Embrace a growth mindset with a strong desire to continually learn and grow.

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one.

That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

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Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience.

In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is : $107,000 $142,000 USD