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.

Overview

We are seeking a Senior Program Manager to lead complex cross-functional programs and customer engagements that drive alignment efficiency and measurable outcomes across PagerDutys Professional Services teams. Senior Program Managers partner with stakeholders across Customer Success Sales and Product to orchestrate cross-functional programs manage risks and deliver scalable operational improvements that enable customer success.

This role combines advanced program delivery expertise with executive-level customer interaction ensuring success across strategic initiatives and key accounts. The ideal candidate thrives on managing complexity influencing stakeholders and delivering outcomes that improve customer experience team efficiency and business Responsibilities

Program Leadership & Delivery

• Own end-to-end program management for multiple complex customer engagements ensuring alignment to business objectives and timely delivery.
• Develop and maintain detailed program plans schedules and status reports proactively identifying risks and driving resolution.
• Lead organizational change initiatives coordinating stakeholders across multiple functions to ensure successful adoption of new processes tools and ways of working.
• Manage interdependencies across customer programs and prioritize initiatives to maximize impact.

Customer Communication & Stakeholder Management

• Act as a strategic advisor and escalation point for customer programs.
• Partner with customer executives and project sponsors to align strategic objectives.
• Facilitate executive business reviews steering committees and success assessments.
• Represent PagerDuty in customer meetings and strategic planning sessions.

Process Improvement & Operational Excellence

• Identify opportunities for process improvement and operational scalability across Professional Services and post-sales delivery.
• Design and implement repeatable frameworks governance models and metrics to measure program success and team performance.
• Partner with operations and business systems teams to enhance forecasting capacity planning and delivery reporting.

Mentorship & Leadership

• Mentor junior program managers and project managers sharing best practices and contributing to the growth of the teams capabilities.
• Serve as a thought partner to leadership contributing to strategy development and roadmap prioritization.

Qualifications

Requirement Qualifications & Skills

• 8 years of experience in program management business operations or consulting preferably in Professional Services or a SaaS environment.
• Proven track record managing multiple complex cross-functional programs simultaneously.
• Strong organizational skills with expertise in planning risk management and change management.
• Excellent analytical problem-solving and decision-making skills.
• Exceptional communication and facilitation skills including experience presenting to executive stakeholders.
• The ability to work in a PagerDuty office at least two days per week with occasional travel for customer or team engagements.
• Authorized to work in the country of employment.

Preferred Qualifications & Skills

• Experience with Professional Services delivery operations including forecasting resource planning and utilization management.
• Familiarity with Salesforce delivery scheduling tools (Precursive Mavenlink or equivalent) and analytics platforms (Google Sheets Excel Tableau).
• Knowledge of SaaS post-sales motions customer success practices and delivery revenue models.
• Experience driving organizational change initiatives and building scalable operational processes.
• You know and understand our space or youre already a fan of our products!

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 Toronto 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 96000 - 132000 CAD. 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.