Manager, Program Management

<div class="content-intro"><p>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.</p></div><h2>Overview</h2> <p>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.</p> <p>&nbsp;</p> <p>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.</p> <h2>Job Responsibilities</h2> <h3><strong>People Leadership &amp; Team Development</strong></h3> <ul> <li>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.</li> <li>Drive team performance through clear goal-setting, regular coaching, structured feedback, and meaningful career development conversations.</li> <li>Lead hiring, onboarding, and talent development efforts to build a high-performing, cohesive team across a distributed environment.</li> <li>Foster a team culture that values accountability, continuous improvement, and customer-centricity.</li> <li>Identify skills gaps and create development plans or training pathways to close them.</li> </ul> <h3><strong>Delivery Oversight &amp; Operational Excellence</strong></h3> <ul> <li>Maintain visibility across the team's active programs, identifying patterns in risk, resource strain, or delivery quality that require intervention.</li> <li>Establish and reinforce consistent delivery standards, governance practices, and program management frameworks across the team.</li> <li>Support capacity planning and workload balancing to ensure sustainable utilization across team members.</li> <li>Contribute to the development and refinement of team processes, tooling, and reporting to improve delivery efficiency.</li> <li>Identify and advance expansion opportunities within active engagements by ensuring customer entitlements are fully utilized and positioning additional services where value has been demonstrated.</li> <li>Own the development and continuous improvement of delivery methodologies, frameworks, and best practices that support new service offerings and evolving customer needs.</li> </ul> <h3><strong>​​Stakeholder Collaboration &amp; Cross-Functional Partnership</strong></h3> <ul> <li>Partner with Professional Services leadership to align team priorities, surface delivery risks, and contribute to operating model improvements.</li> <li>Collaborate with Customer Success, Sales, and Resource Management to ensure smooth program staffing and handoffs.</li> <li>Contribute to team-level planning cycles, including forecasting, headcount planning, and capacity reviews.</li> <li>Represent the Program Management team in cross-functional discussions and leadership forums.</li> <li>Partner with Sales and Marketing to develop case studies, testimonials, and referenceable accounts from successful Professional Services engagements that enable pre-sales conversations.</li> </ul> <h3><strong>Program Delivery &amp; Customer Engagement</strong></h3> <ul> <li>Maintain direct involvement