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.
