AI Operations Specialist

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible award-winning workplace.

We are seeking a detail-oriented Agentic Specialist to oversee the daily operations optimization and performance monitoring of our AI-powered sales and customer success tools. This role is critical to ensuring our agentic systems deliver exceptional customer experiences while maintaining brand consistency and driving revenue growth through our digital-led sales and customer success motions.

Responsibilities:

• Daily Operations & Monitoring:Monitor AI agent conversations and interactions with prospects in real-time to ensure optimal performance and customer experience. Review conversation logs for quality accuracy and brand compliance while identifying opportunities for improvement. Conduct regular health checks on agentic systems to prevent downtime and maintain seamless operations.
• Content Management & Optimization:Update and maintain comprehensive supporting content libraries including objection handling scripts product information and conversation flows. Identify gaps in AI knowledge base and flag content needs to marketing and sales teams for development. Ensure all agentic tools have access to current accurate and compelling messaging that aligns with company positioning.
• Technical Support & Issue Resolution:Troubleshoot basic AI agent issues including conversation flow problems integration hiccups and content delivery errors. Escalate complex technical problems to appropriate teams while maintaining detailed documentation of issues and resolutions. Serve as the primary point of contact for sales and success teams experiencing agentic tool challenges.
• Performance Analysis & Reporting:Track key performance metrics including conversation completion rates lead qualification accuracy response times and conversion metrics. Generate regular reports on agent effectiveness identifying trends and opportunities for optimization. Present findings to stakeholders with actionable recommendations for improvement.
• Cross-Functional Collaboration:Collaborate closely with sales and marketing teams to ensure AI messaging stays current with product updates campaign launches and market positioning changes. Partner with customer success teams to optimize post-sale agentic interactions and support workflows. Work with product and engineering teams to communicate user feedback and feature requests.

Requirements:

• Demonstrated experience working with CRM systems marketing automation platforms or customer engagement tools.
• Strong written communication skills with exceptional attention to detail and ability to maintain brand voice consistency.
• Basic understanding of sales processes lead qualification and customer journey mapping. Comfortable with technology and demonstrated ability to quickly learn new software platforms and tools.
• Familiarity with data analysis tools and ability to create basic reports and dashboards.
• Ability to multitask and prioritize effectively in a fast-paced dynamic environment. Strong problem-solving skills with a proactive approach to identifying and addressing issues. Excellent interpersonal skills for collaborating across multiple departments and stakeholder groups.
• Preferred Qualifications: Experience with conversational AI platforms chatbot management or marketing automation tools. Background in B2B sales or customer success operations.

This role offers the opportunity to be at the forefront of AI-driven sales technology while directly impacting revenue growth and customer experience in an innovative fast-growing environment.

PagerDuty is a flexible hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections drives innovation and accelerates learning.

This role is expected to come into our San Francisco office two times per week so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 75000 - 125000 . This role may also be eligible for bonus commission equity and/or benefits.

Our base salary ranges are determined by role level and location. The range which is subject to change based on primary work location reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range we determine pay for an individual based on a number of factors including market location job-related knowledge skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role as well as the salary range for your primary work location during the hiring process.

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory Queensland South Australia Tasmania Western Australia
Canada: Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan Yukon
United States: Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia Wyoming
Candidates must reside in an eligible location which vary by role.

How we work

Our values guide how we support customers collaborate with colleagues develop products and foster a culture of belonging. They define not just our actions but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.

What we offer

As a global organization our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more including country-specific offerings on our benefits site.

Your package may include:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

*Eligibility may vary by role region and tenure

About PagerDuty

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core PagerDuty empowers teams to detect and resolve issues in real time orchestrate complex workflows and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses

PagerDuty is Great Place to Work-certified a Fortune Best Workplace for Millennials a Fortune Best Medium Workplace a Fortune Best Workplace in Technology and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race religion color national origin gender sexual orientation age marital status parental status veteran status or disability status. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDutys .

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.