PagerDuty is seeking an individual to join our Customer Success team as a Senior Operations Manager to help us strategically transform our business through systems, processes, and data. In this role, you will lead projects which directly impact the trajectory of the business and influence ways to scale through innovation. You will influence the strategy and execution for Customer Success by developing a deep understanding of the drivers of customer engagement, deployment, adoption, and optimization. You will focus on drafting and documenting key plays and processes which most effectively reduce churn across all customer segments. You will provide insightful analyses and actionable recommendations and lead and execute high-impact projects. You will own reporting on the monthly, quarterly and annual performance for the Customer Success team.
KEY RESPONSIBILITIES
Create an operations strategy to help the organization transform and scale across 5 pillars of the Customer Success Group organization
Manage multiple projects (all phases) simultaneously to completion
Design and implement change management solutions, and track progress of planning, process, and tool improvements. Build project roll out strategies, communications and enablement plans and drive to completion across multiple audiences, geographies, and stakeholders.
Manage stakeholder relationships and provide a high level of operations support and service to the business by introducing a steady drum beat of communications, metrics, and deliverables which will give insight into health and activity metrics.
Create and maintain dashboards that monitor KPIs and leverage data to identify, define, and evaluate projects that will move the needle for our customers and support other team members.
Write and document global standardized processes and playbooks that define clear roles and responsibilities across the organization.
BASIC QUALIFICATIONS
Bachelor's degree
Mergers and acquisitions experience
Demonstrated transformational leadership
Demonstrated project management experience with cross-functional collaboration and influence to be able to drive projects forward across Enterprise, Commercial, Mid-Market, and SMB segments
Deep understanding of the customer lifecycle in a SaaS environment
Strong communicator (verbal and written)
Strong presentation skills
Experience using data to inform decision making
Results oriented, critical thinker.
Ability to motivate others across the organization
PREFERRED QUALIFICATIONS
Experience building reports and dashboards in Salesforce
Experience building reports and dashboards in Tableau
Advanced reporting and analytical skills and proficient in Google Sheets and Excel
Ability to translate complex data into simple insights, and communicate them effectively
The base salary range for this position is 120,000 - 183,000 USD. 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.
Not sure if you qualify?
Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.
Where we work
PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Sydney, Tokyo, and Toronto, with remote opportunities in those cities and Chile. We offer a hybrid, flexible workplace, while also providing ample opportunities for in-person and virtual connection with your fellow Dutonians.
How we work
Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
Champion the Customer | Put users first to design great products and experiences.
Run Together | Build strong teams that amplify our impact on users.
Take the Lead | Disrupt and invent to be the first choice for users.
Ack + Own | Take ownership and action to deliver more efficiently to users.
Bring Your Self | Bring your best self to build empathy and trust with users.
What we offer
One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.
Your package may include:
Competitive salary and company equity
Comprehensive benefits package from day one
Flexible work arrangements
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
Generous paid vacation time
Paid holidays and sick leave
Paid volunteer time off - 20 hours per year
Bi-annual company-wide hack weeks
Mental wellness programs
Dutonian Wellness Days & Midyear Wellness Week - scheduled company-wide paid days off in addition to PTO and scheduled holidays HibernationDuty - a week each year when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
About PagerDuty
PagerDuty, Inc. (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 better 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. Notable customers include Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, two-thirds of the PagerDuty board is classified as non-white, with women making up nearly half of all board members. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
PagerDuty is Great Place to Work-certified™, a Fortune Best Place to Work for Women, and a top rated product on TrustRadius and G2.
Go behind-the-scenes @pagerdutylife on Instagram.
Additional Information
PagerDuty is committed to creating a diverse environment and 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.
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.
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