SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 137,000 - 187,000 / annual
PagerDuty (NYSE: PD), a global leader in AI-first digital operations, is seeking a Senior Product & Design Operations Manager to join its Toronto office on a hybrid basis (2 days/week in-office). This is a strategic operations role focused on building the operating system that enables Product and Design leadership to plan with rigor, launch with confidence, and improve continuously.
You will serve as a strategic partner to Product and Design leadership, defining how product work is scoped, planned, prioritized, tracked, and released. Key responsibilities include:
• Establish the Product Operations function at PagerDuty, creating planning discipline that ensures product work enters execution with clear scope, requirements, success metrics, and supporting data for prioritization.
• Define and operationalize cross-functional launch workflows for significant customer-facing changes, coordinating Product, Design, Engineering, Marketing, Support, Legal, and Customer Success through a repeatable readiness process.
• Lead the Product Development AI Transformation initiative for Product and Design, building custom Claude skills and operationalizing AI best-practice workflows across both organizations.
• 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 teams to consistently categorize their work.
• Partner with Customer Success on a closed-loop product feedback process with accountability for capturing customer needs and delivering rapid responses and regular updates.
• Automate operating rhythms including planning cadence, design sprints, cross-functional workshops, and office hours.
• Lead vendor management, tooling budget oversight, and administration for Product and Design functions.
• 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, and feedback loop speed.
• Create and maintain comprehensive onboarding programs for new Product and Design team members.
• Partner with leadership to establish operational vision and strategic priorities, proactively identifying opportunities for operational improvement.
• Foster a collaborative, high-performance culture across Product and Design through team-building initiatives and cross-functional partnerships.
PagerDuty is trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, with notable customers including Chipotle, Cloudflare, DocuSign, Fox, Nvidia, Salesforce, Spotify, and Zoom. The company operates a hybrid model with offices in 8 major cities and offers competitive total rewards including equity, flexible work arrangements, generous paid time off, paid parental leave (22 weeks for pregnant parent, 12 weeks for non-pregnant parent), and mental wellness programs.
REQUIREMENTS:
Basic Qualifications:
• 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
