PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.
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!
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 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 PagerDuty's Privacy Policy.
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.