Sr. Product & Design Operations Manager

In this pivotal role, you will define how product work is scoped, planned, prioritized, tracked, and released — establishing the planning discipline, cross-functional launch mechanisms, and customer feedback loops that turn intent into delivered outcomes. You will partner with Engineering, Finance, and Customer Success to bring structure to how significant changes reach our customers, and you will use agentic tools to build intelligent workflows, and custom AI skills.

This is an exciting opportunity to transform how PagerDuty's product organization operates, innovates, and delivers business value in the age of AI. The ideal candidate is a forward-thinking operator with expertise in product operations, working knowledge of design and research practices, and a proven track record of building products and processes for teams.

KEY RESPONSIBILITIES

• Serve as the primary liaison for Product and Design on the Product Development AI Transformation initiative, driving team enablement by building custom Claude skills, and operationalizing AI best-practice workflows across both organizations
• Define the Product Operations function at PagerDuty — establishing the planning discipline that ensures product work enters execution with clear scope, articulated requirements, defined success metrics, and the data to support prioritization
• Build cross-functional workflows for launching significant customer-facing changes — coordinating Product, Design, Engineering, Marketing, Support, Legal, and Customer Success through a repeatable readiness process
• Own the process and evidence trail for capitalizable R&D work in partnership with Finance — establishing clear classification criteria, and making it easy for product and engineering to consistently and defensibly categorize their work
• Partner with Customer Success on a closed-loop process for product feedback with accountability for capturing clear customer needs and delivering rapid responses and regular updates
• Automate the operating rhythms of the Product and Design teams, including planning cadence, design sprints, cross-functional workshops, and office hours
• Lead vendor management, tooling budget oversight, and administration for Product and Design
• Enable research operations through agentic workflows, including insights management and the mechanisms that make customer research reusable across teams
• Define, track, and report on key performance indicators for product and design effectiveness — planning accuracy, launch readiness, cycle time, intake responsiveness, and feedback loop speed
• Create and maintain comprehensive onboarding programs for new Product and Design team members
• Partner with Product and Design leadership to establish operational vision and strategic priorities, and proactively identify opportunities for operational improvement
• Foster a collaborative, high-performance culture across Product and Design through team-building initiatives and cross-functional partnerships

BASIC QUALIFICATIONS

• 5+ years of experience in Product Operations, Design Operations, Business Operations, or a similar role
• Demonstrated experience establishing planning and prioritization processes across a product organization
• Experience coordinating cross-functional launches or releases involving Engineering, Marketing, Support, and Customer Success
• Strong project management and organizational skills, with a track record of building processes that run without their author
• Experience creating and maintaining operational documentation, guidelines, and standards
• Demonstrated ability to work autonomously and drive initiatives independently across teams you do not own
• Experience building agentic AI workflows with Claude or similar tools

PREFERRED QUALIFICATIONS

• Experience partnering with Finance on software capitalization, cost classification, or R&D accounting requirements
• Experience designing customer feedback (“Voice of Customer”) or request intake systems, including closed-loop notification back to customers
• Experience working for enterprise software companies, ideally B2B SaaS
• Familiarity with design systems, component libraries, and UX research methodologies
• Experience developing and implementing onboarding programs
• Track record of implementing measurable process improvements and KPIs
• Experience in change management and organizational transformation

This is a hybrid position and is expected to work from the Toronto office 2 days a week.

The base salary range for this position is 137,000 - 187,000 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.

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.