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Salary: USD 140,000 - 235,400 / annual
PagerDuty (NYSE: PD), a global leader in AI-first digital operations, is seeking a Senior Product & Design Operations Manager to join its San Francisco office (hybrid, 2 days/week on-site). You will serve as a strategic partner to Product and Design Leadership, building the operating system that enables both functions to 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. You will establish 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 customers, and you will use agentic AI tools to build intelligent workflows and custom AI skills.
Key Responsibilities:
- Serve as the primary liaison for Product and Design on the Product Development AI Transformation initiative, building custom Claude skills and operationalizing AI best-practice workflows
- Define the Product Operations function at PagerDuty, establishing planning discipline that ensures product work enters execution with clear scope, requirements, success metrics, and supporting data
- 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
- Partner with Customer Success on a closed-loop process for product feedback with accountability for capturing customer needs and delivering rapid responses
- Automate the operating rhythms of 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 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, 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, proactively identifying opportunities for improvement
- Foster a collaborative, high-performance culture across Product and Design through team-building initiatives and cross-functional partnerships
Requirements:
- 5+ years of experience in Product Operations, Design Operations, Business Operations, or 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
