Overview
We are seeking a Manager, Program Management to lead and develop a globally distributed team of Program and Project Managers within PagerDuty's Professional Services organization. This role is primarily a people leadership position, responsible for building team capability, driving delivery consistency, and enabling measurable customer outcomes at scale. The Manager, Program Management partners closely with Professional Services leadership, Customer Success, Sales, and cross-functional operations teams to ensure the PM team is well-equipped, effectively deployed, and delivering high-quality outcomes across the customer lifecycle.
The ideal candidate brings a strong foundation in program delivery and a proven ability to lead distributed teams through change. They lead with clarity, invest in the growth of their people, and maintain a high bar for operational rigor and customer impact.
Job Responsibilities
People Leadership & Team Development
- Directly manage a team of Program Managers and Project Managers across multiple geographies, including Chile, the US, Canada, and dotted-line partnerships in EMEA and APAC.
- Drive team performance through clear goal-setting, regular coaching, structured feedback, and meaningful career development conversations.
- Lead hiring, onboarding, and talent development efforts to build a high-performing, cohesive team across a distributed environment.
- Foster a team culture that values accountability, continuous improvement, and customer-centricity.
- Identify skills gaps and create development plans or training pathways to close them.
Delivery Oversight & Operational Excellence
- Maintain visibility across the team's active programs, identifying patterns in risk, resource strain, or delivery quality that require intervention.
- Establish and reinforce consistent delivery standards, governance practices, and program management frameworks across the team.
- Support capacity planning and workload balancing to ensure sustainable utilization across team members.
- Contribute to the development and refinement of team processes, tooling, and reporting to improve delivery efficiency.
- Identify and advance expansion opportunities within active engagements by ensuring customer entitlements are fully utilized and positioning additional services where value has been demonstrated.
- Own the development and continuous improvement of delivery methodologies, frameworks, and best practices that support new service offerings and evolving customer needs.
Stakeholder Collaboration & Cross-Functional Partnership
- Partner with Professional Services leadership to align team priorities, surface delivery risks, and contribute to operating model improvements.
- Collaborate with Customer Success, Sales, and Resource Management to ensure smooth program staffing and handoffs.
- Contribute to team-level planning cycles, including forecasting, headcount planning, and capacity reviews.
- Represent the Program Management team in cross-functional discussions and leadership forums.
- Partner with Sales and Marketing to develop case studies, testimonials, and referenceable accounts from successful Professional Services engagements that enable pre-sales conversations.
Program Delivery & Customer Engagement
- Maintain direct involvement in select customer programs or strategic initiatives, modeling delivery excellence and reinforcing team standards.
- Serve as an active escalation point for at-risk or high-complexity engagements, stepping in to drive resolution alongside the assigned PM.
- Build and maintain relationships with key customer stakeholders, supporting the team in navigating executive-level conversations and program governance.
- Apply hands-on program management expertise to high-visibility or time-sensitive engagements as business needs require.
Qualifications
Requirement Qualifications & Skills
- 5+ years of experience in program management, business operations, or consulting, preferably in Professional Services or a SaaS environment.
- 2+ years of people management experience, with a track record of developing and retaining high-performing teams.
- Experience managing or closely collaborating with geographically distributed teams across multiple time zones.
- Strong organizational and operational skills, including planning, risk management, and delivery governance.
- Excellent interpersonal and communication skills, with the ability to influence across functions and levels.
- Comfort operating in a fast-paced, evolving environment where priorities can shift and ambiguity is common.
- Ability to work from the PagerDuty Santiago office at least two days per week, with occasional travel for customer or team engagements.
- Authorized to work in Chile.
Preferred Qualifications & Skills
- Experience with Professional Services delivery operations, including forecasting, resource planning, utilization management, and an understanding of revenue recognition as it applies to services delivery.
- Experience developing customer success stories, case studies, or other sales enablement materials from services engagements.
- Demonstrated ability to create or refine delivery methodologies for new service offerings or emerging technologies.
- Previous experience as a Program or Project Manager, or PMP/equivalent certification, is a plus.
- 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 leading teams through organizational or operational change.
- 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 Santago office twice per week, so you can thrive in your new role and fully embrace being a Dutonian!
