Senior Enablement Program Manager, Support Engineering

Important: At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You'll Do

• Own the end-to-end strategy and execution for complex, global enablement programs—managing multiple concurrent workstreams across regions, functions, and timelines with limited guidance.
• Lead cross-functional stakeholder relationships with senior partners across StratOps, Product, TS Leadership, and the People Team—negotiating scope, aligning on priorities, and driving accountability without positional authority.
• Translate business goals and OKRs into multi-quarter program roadmaps; communicate priorities, trade-offs, and progress to leadership with clarity and a clear point of view.
• Design and implement comprehensive metrics frameworks to measure change adoption and program effectiveness; pull and analyze Salesforce and LMS data to track performance against KPIs; present findings to senior stakeholders and iterate for lasting impact.
• Build and deliver executive-ready materials that tell a compelling business story—translating complex data, program updates, and regional insights into structured narratives with clear recommendations.
• Conduct ongoing needs assessments, stakeholder interviews, and pulse checks across TS regions; synthesize qualitative and quantitative feedback to inform program strategy and surface emerging gaps.
• Design the tools, resources, communications, and training frameworks needed to support TS workflow changes at scale—partnering with Curriculum and Field teams on content development and delivery.
• Partner with Global Support Engineering leadership to design ramp and enablement programs that account for differences in specialist vs. generalist skill development across the support org.
• Mentor and develop junior EPM ICs on the team—providing structured feedback on program design and stakeholder management, and raising the quality bar across program work.
• Identify and implement AI-powered workflows, automations, and process improvements that increase the efficiency, consistency, and scalability of enablement programs—from reporting and data pipelines to content creation and stakeholder communications.
• Maintain a deep, current understanding of regional needs, TS team performance, and functional priorities to ensure programs remain relevant and impactful across a global audience.

Who You Are

• Bachelor’s degree and 6–8 years of related experience in enablement, program management, change management, or a closely related field—or a Master’s degree with 4+ years.
• Proven track record leading complex, multi-quarter programs with high visibility—comfortable operating independently and making sound judgment calls with limited oversight.
• Expert at building and managing senior stakeholder relationships across functions; can drive alignment, navigate competing priorities, and influence outcomes without positional authority.
• Deeply data-driven—you design measurement frameworks, analyze program and performance data, and build Salesforce and LMS reports to connect enablement programs to field KPIs and business outcomes.
• Exceptional presentation and communication skills—builds well-structured, visually compelling decks and delivers them confidently to senior and executive audiences with a clear, well-reasoned point of view.
• Expert in change management and organizational development best practices, with a demonstrated history of driving adoption at scale across global organizations. PROSCI/ADKAR certification (or equivalent) required.
• Deep understanding of the day-to-day responsibilities, challenges, and workflows of the TS functions you support; recognized as a credible strategic partner, not just a program coordinator.
• Skilled in program management tools (Asana, Jira) and collaboration platforms (Confluence, Slack, Docebo).
• Actively applies AI tools (e.g., Claude, agentic workflows) to streamline operations, surface insights, and improve program delivery—and helps others on the team do the same.

Bonus Points

• Hands-on experience in, or working closely alongside, a technical support organization (e.g., prior support engineer, specialist support, or generalist support experience).
• Expert-level familiarity with instructional design methodologies (e.g., ADDIE, Kirkpatrick) and adult learning theory.
• Experience building or scaling enablement programs in a high-growth or enterprise SaaS environment.
• Track record of successfully delivering global programs across multiple regions (Americas, EMEA, APJ).
• Proficient with the Datadog platform and monitoring best practices (e.g., DD Fundamentals certified), with solid working knowledge of the observability industry and the personas your audience serves.

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.