Job Description

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.
At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world-all 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 PagerDuty's 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 performance.Job 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 team's 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 you're 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 96,000 - 132,000 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 don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn't the right role or time - sign up for !
Where we work
PagerDuty operates a hybrid work model with 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
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 .
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(TM), 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 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 PagerDuty's .
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.

Skills Required