Sr. Product & Design Operations Manager

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.