Senior Manager

Description:

PagerDuty, Inc. (NYSE:PD), a global leader in digital operations management, is hiring a Sr. Manager, Digital Customer Programming to join its Commercial customer engagement organization. In this pivotal leadership role, you will lead a team of Program Managers responsible for designing and executing customer lifecycle programs that drive acquisition, engagement, retention, and expansion across a 14,000+ Commercial customer base. This is a unique opportunity to shape strategy, drive cross-functional alignment, and directly impact customer experience and business growth.

As a senior leader, you will develop program strategies, oversee automated engagement campaigns, and leverage customer data to optimize digital-first customer experiences. You will work closely with Sales, Customer Success, Product, and Marketing teams to ensure lifecycle programs align with broader company goals. Your leadership will focus on fostering a culture of continuous improvement, accountability, and performance within your team.

Key Responsibilities:

• Lead, mentor, and develop a team of Program Managers, ensuring strong performance, growth, and professional development.

• Design and execute a comprehensive customer lifecycle program strategy tailored to the Commercial customer segment.

• Oversee the creation of automated email campaigns, in-app messaging, and engagement strategies to improve acquisition, awareness, and retention.

• Collaborate with senior leadership across multiple departments to align customer journey initiatives with business objectives.

• Build, analyze, and optimize lifecycle programs using robust data analysis and A/B testing methodologies.

• Establish KPIs, monitor program performance, and drive measurable improvements to business impact.

Skills and Qualifications:

• Extensive experience in program management and lifecycle marketing.

• Strong people management and leadership skills.

• Analytical mindset with advanced skills in Excel, Tableau, Salesforce, and Gainsight.

• Proven ability to drive data-driven optimization.

• SaaS background and SQL experience (preferred).

• Strong knowledge of customer engagement platforms and A/B testing tools.

What You Can Expect from PagerDuty:

• Competitive compensation and company equity options.

• Comprehensive benefits package including retirement/pension plans.

• Flexible hybrid work arrangements with global office locations.

• Generous vacation, holidays, and paid time off, including Dutonian Wellness Days and HibernationDuty (company-wide additional paid leave).

• Paid parental leave (22 weeks for pregnant parent, 12 weeks for non-pregnant parent, with compliance to local laws).

• Paid volunteer hours (20 per year).

• Employee Stock Purchase Program (ESPP).

• Mental wellness support and global recognition as a top workplace.

• Opportunities to work in an award-winning, inclusive, and innovative company culture.

About the Organization:
PagerDuty, Inc. is an AI-powered digital operations management leader trusted by Fortune 500 companies, Forbes AI 50, and two-thirds of the Fortune 100. With a mission to enable always-on digital experiences, PagerDuty empowers enterprises to detect, resolve, and optimize complex digital operations in real time. Recognized as a Great Place to Work™, PagerDuty fosters a collaborative and inclusive culture, offering employees the opportunity to work on impactful solutions at scale.