Sr. Product & Design Operations Manager

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. PagerDuty is seeking an AI-Forward Sr. Product & Design Operations Manager to join our diverse, customer-focused team! As Product & Design Operations Manager, you will be a strategic partner to Product and Design Leadership, building the operating system that lets both functions plan with rigor, launch with confidence, and improve continuously. 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 performanc