Principal Product Manager, Incident Management
*For this role, we are only considering candidates currently based in Toronto, San Francisco, or Atlanta at this time.
PagerDuty is seeking a Principal Product Manager to join our team! The Principal Product Manager for Core Incident Lifecycle will own the end-to-end vision, strategy, and execution of PagerDuty’s core incident management workflows. This role is responsible for ensuring operational excellence, optimizing key incident processes, and scaling our incident response capabilities for customers ranging from startups to the Fortune 100. As an influential leader, you will deliver process innovation and best-in-class solutions that empower users to manage incidents swiftly and effectively—reinforcing PagerDuty’s commitment to unmatched reliability and resilience. You will partner closely with engineering, design, and our AI-first organization to build systems that combine human judgment with the speed and precision of autonomous agents. The ideal candidate will have extensive Product Management experience in complex, data-intensive environments and be passionate about pioneering the transition from reactive incident response to proactive, self-healing infrastructure.
This role is expected to come into our San Francisco office 1 day per month so you can thrive in your new role and fully embrace being a Dutonian.
Key Responsibilities
- Drive the roadmap and execution for core incident lifecycle features and workflows, from incident detection through resolution and analysis.
- Analyze and refine incident processes to deliver rapid, actionable, and seamless user experiences for responders and stakeholders.
- Partner with engineering, design, customer support, and go-to-market teams to develop and launch incident management enhancements at scale.
- Engage with customers and incident responders to uncover pain points, gather feedback, and surface new opportunities for process excellence.
- Define, measure, and continuously improve key incident lifecycle metrics and operational KPIs.
- Ensure compliance with evolving industry standards, regulations, and best practices for incident management.
- Communicate product vision, roadmap, and status to internal stakeholders, customers, and executive leadership.
- Cultivate a culture of continuous learning, data-driven decision-making, and iterative improvement within the product team.
Basic Qualifications
- 5 or more years of product management experience in SaaS, enterprise software, or developer tools
- Extensive experience in product management with a track record of owning process-driven or reliability-focused products at scale.
- Demonstrated expertise in incident response, incident management, operations, or closely related domains.
- Skilled at translating complex technical workflows into intuitive experiences for engineering, SRE, and business users.
- Excellent communication and collaboration skills, with the ability to influence and drive consensus across cross-functional teams.
- Strong leadership and organizational skills—able to set strategy, prioritize ruthlessly, and execute to deliver measurable outcomes.
- Bachelor’s degree or equivalent practical experience.
Preferred Qualifications
- Familiarity with AI or AI Agent technologies, including generative or assistive use cases
- Strong product instincts and a design-forward approach to crafting polished, high-leverage experiences
- Ability to align stakeholders and drive decision-making across cross-functional teams
The base salary range for this position is 180,000 - 304,000 USD. 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.
