About the job
The Red Hat Customer Experience and Engagement (CEE) Enablement team is looking for a Program Manager to join our Tooling and Integrations team. In this role, you will serve as the business owner of our Portal Case Management (PCM) experience, which is used by both associates and customers. You will also engage stakeholders with communications, organize and share roadmaps and other content, and guide the program's strategy forward in alignment with CEE strategy and goals. As a Program Manager, you will work closely with our engineering team to guide tooling iteration and you'll also work cross-functionally with program owners, project managers and business analysts within our team, specifically around the application of automation rules to the customer troubleshooting experience. You should have a background with solid analytical, business, technical, and communication skills. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

• Serve as the business product owner for PCM, partnered with the technical product owner in the Engineering team
• Build and maintain roadmaps for PCM experience, accounting for user feedback and feature requests, organizational priorities, and technical debt
• Collaborate weekly with the technical product owner to ensure alignment on roadmap, priorities, technical debt, requirements, and acceptance criteria
• Build solid cross-functional relationships in the automation space with the technical teams building rules which support our troubleshooting experience
• Connect with the engineering team in regular scrum, grooming, and planning meetings
• Together with the technical product owner, lead sprint demos and deliver release notes, updates, and other communications to stakeholders and end users
• Serve as an ambassador and subject matter expert for PCM experience across Red Hat, both inside and outside of CEE
• Support CEE strategy and key metrics by ensuring tools feed appropriate data to reporting
• Work to understand and address customer business needs related to the PCM and troubleshooting experiences

What you will bring

• 5+ years of experience leading programs or projects or serving in a management role, or equivalent field experience in support or customer-facing roles
• Proven experience organizing and directing development work, programs, and complex projects
• Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels and cultural backgrounds
• Ability to deliver and innovate in the face of ambiguity, change, and aggressive deadlines
• Technical aptitude for learning and being able to explain complex concepts
• Excellent facilitation and presentation skills

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.