Product Manager, PagerDuty for Customer Service

Atlanta, GA, United States

**Product Manager, PagerDuty for Customer Service**

at PagerDuty Atlanta **We are** **and onboarding 100% virtually at this time. PagerDuty is focused on inclusion and employee well-being by building a culture that isnt location specific and gives equal opportunity to everyoneregardless of where you are working. Unless your job requirements make it necessary to be in a company office, you may choose to work** **.**

As a Product Manager for PD for Customer Service, you'll own the prioritization and delivery of the PagerDuty for Customer Service roadmap. Whats unique about our CSOps business is the partnership element. You will need to work closely with our ticketing/case partners and solutions (Salesforce, Zendesk, SNOW, Freshworks, etc), to design, test, and iterate on additional product investments for Customer Service. Were looking to double our business in 2022 and you will play a crucial part in delivering net new product IP to make this happen working across design, engineering, and our go-to-market teams.

**Why We Need You**

Over the past several years, thousands of customers naturally started using PagerDuty for Customer Service. In 2021, we made focused investments and released major new applications for Salesforce and Zendesk, secured our first million dollar customer land and more importantly established CSOps as a thing in the hearts and minds of our employees and customers. In FY23, we're leaning into this green field CSOps opportunity further and building on our success (where we overachieved on our nnARR and engagement targets) as highlighted on our company V2MOM, **Method:** **2. Make the Operations Cloud a reality.** CSOps is at the core of this method focusing on accelerating our expansion and adoption to additional personas and use cases, driving stickiness, and realizing our horizontal platform vision.

**Key Responsibilities**

* Own product lifecycle end-to-end from strategic planning, definition, through development, to driving go-to-market activities, to identifying key product enhancements (including strategic integrations) that solve the right (urgent, burning, and strategic) customer problems for Customer Service teams.

* Work with sales (***and our CSOps sales specialists!***), support, customer success, product marketing, and other departments to drive great customer and business outcomes. We also intend to drive product-led growth as main product owner, you will drive self-service in-app experiences that drive the adoption and engagement of our product and new business.

* Advocate for our customer's problems, helping research, define, and evangelize a differentiated and defensible product vision and roadmap.

* Cheer on both of the PagerDuty company bands, speak at the PagerDuty Summit conference and at our partner conferences, volunteer with some colleagues at a local non-profit, or present a proposed business case and strategy to the GM.

**About You**

* You can effectively communicate across diverse backgrounds and contexts, and lead through influence using metrics and research.

* You are dedicated to working closely with a highly collaborative engineering and design team while building relationships across the business.

* You have a real passion for working hard and getting things done. If you havent done something before, you are naturally curious, self-driven to learn, eager to roll-up your sleeves and get your hands dirty, while being unafraid to ask for help when you get stuck.

**Minimum Qualifications**

* 2+ years of B2B (preferred) product management experience (this is a non-entry level role with opportunity to ship products at scale for Enterprise customers, you've shipped products before and have the metrics to back it up).

* Proven track record of using data to make strategic decisions. You're able to be self-service in getting access to data, ex: you can write SQL and are familiar with creating dashboards via data visualization tools like Periscope and Looker.

* Outstanding strategic influence, communication, and organizational skills, especially the ability to manage multiple concurrent priorities and dependencies being executed by multiple teams.

* Strong business acumen and strategic thinking (ex: you have a working understanding of B2B SaaS business models, can build a business case, conduct market sizing / evaluate key market trends, and are comfortable presenting to leadership).

**Preferred Qualifications**

* Bachelor's degree in Computer Science or a related technical field.

* Domain expertise in Enterprise B2B SaaS product development (with hundreds or thousands of users per customer) & building positive relationships with engineering and cross-functional development teams.

* Experience working with APIs and an understanding of our strategic integrations (ex: Salesforce Service Cloud & Zendesk) is a big plus.

* Experience helping with late-stage sales and customer success (you're comfortable presenting a roadmap to customers, demoing a new product capability, and supporting our sales team on large strategic ENT deals).

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 transition or take the next step in your career path, we are excited to connect with you.

****PagerDuty Offers****

**We are dedicated to providing a culture where our people are happy, enabled and inspired to do their best. One of the ways we do this is by developing a comprehensive total rewards approach that supports employees 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

* 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 employee volunteer time - 20 hours per year

* Bi-annual company-wide hack weeks

* Mental wellness programs

* Dutonian Wellness Days - 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 global leader in digital operations management, serving over 14,000 customers and 850,000 users worldwide, including 65% of the Fortune 100.

For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away.

Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the , committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities. We are and our product is top rated in its category on .

From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.

Learn more: ; ;

****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

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