Pager Duty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust Pager Duty to help them deliver a perfect digital experience to their customers, every time. Teams use Pager Duty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on Pager Duty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, Door Dash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

Overview of the Role

As a Principal Enablement Program Manager, you will be a strategic leader within our GTM Enablement organization, driving transformational, multi-modal enablement programs that span global sales, customer success, partners, and technical audiences. You will architect and scale enablement initiatives that directly impact revenue attainment, customer adoption, partner growth, and organizational productivity across all segments and geographies.

You are an exceptional cross-functional leader who builds trusted partnerships to deliver world-class enablement that drives measurable business impact. With deep expertise in technical certification, partner enablement, and customer education at scale, you design programs that transform behaviors, accelerate performance, and deliver ROI—not just training. You excel at translating complex technical concepts into compelling learning experiences, leveraging data and AI to continuously optimize effectiveness, and maintaining strategic vision while executing complex, multi-stakeholder initiatives.

Key Responsibilities:

Strategic Business Partner:

• Serve as a trusted advisor to Sales, Customer Success, Partner, and Product leadership, aligning enablement strategy with business priorities and revenue objectives.
• Build and execute partner enablement frameworks that accelerate partner onboarding, competency development, and co-selling effectiveness at scale.

Multi-Modal Program Leadership:

• Design, build, and scale enablement programs across sales, customer, partner, and technical audiences using diverse delivery methods (live virtual, self-paced digital, in-person workshops, certifications, etc.) that drive product adoption, reduce time-to-value, and support expansion opportunities.
• Own end-to-end program roadmaps, project plans, stakeholder management, and cross-functional coordination.
• Maintain clear documentation, intake processes, and governance frameworks.

Technical Certification Architect:

• Develop and manage comprehensive technical certification programs that validate competency, drive adoption, and differentiate our go-to-market motion.

AI-Powered Innovation and Data-Driven Impact:

• Leverage AI tools and technologies to enhance instructional design, personalize learning experiences, automate content creation, and improve program management efficiency.
• Define success metrics, build reporting frameworks, and continuously measure program effectiveness.
• Use analytics to optimize content, identify gaps, and demonstrate ROI.
• Stay current on enablement best practices, emerging technologies (especially AI in learning), and industry trends. Bring innovative approaches to our enablement practice.

Basic Qualifications:

• 8+ years of related experience leading programs in enablement, sales, customer success, learning & development, or related GTM roles.
• 5+ years of experience leading multi-modal enablement programs across diverse, global audiences (sales, customers, partners, technical).
• Proven track record designing and delivering technical certification programs at-scale to validate both internal and external mastery with our product.
• Demonstrated experience building and executing partner enablement programs that drive measurable business outcomes (e.g. in-region enablement and playbooks for partner sellers).
• Experience creating customer enablement and education programs that accelerate product/services adoption and expansion.
• 2+ years of hands-on experience using AI tools for instructional design, content creation, and/or program management.
• Experience with Salesforce, enablement platforms (Seismic, Highspot, etc.), and LMS technologies to track KPIs, performance and manage content consumption.
• Strong knowledge of sales methodologies (MEDDPICC, Value Selling, Challenger, etc.) and demonstrated ability to train/coach others.
• Strong understanding of SaaS business models, sales processes, and customer journey.
• Bachelor's degree or higher in Education. Master's Degree in Education highly preferred.
• Ability to travel up to 20% (primarily North America, occasionally international).

Preferred Qualifications:

• Advanced proficiency with AI tools for instructional design (ChatGPT, generative AI platforms, Synthesia), content creation, personalization, and analytics.
• Experience building competency models, assessment strategies, badging/credentialing programs, and certification governance.
• Experience with customer academies, adoption programs, community building, and customer marketing.
• Deep expertise in adult learning theory, design thinking, learning experience design, and multiple instructional modalities.
• Exceptional written, verbal, and presentation skills. Ability to influence and inspire audiences from individual contributors to executives.
• Proficiency with Asana, Wrike, Monday.com, Smartsheet, or similar project management platforms.

The base salary range for this position is 156,400 - 261,800 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.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions: Australia:

Northern Territory, Queensland, South Australia, Tasmania, Western Australia

Canada:

Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon

United States:

Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at Pager Duty are responsible for creating high performance environments that drive accountability. Pager Duty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & Hibernation Duty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

Eligibility may vary by role, region, and tenure

About Pager Duty

Pager Duty, Inc. (NYSE:PD) is a global leader in digital operations management. The Pager Duty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, Pager Duty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, Pager Duty is essential for delivering always-on digital experiences to modern businesses

Pager Duty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on Trust Radius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

Pager Duty 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.

Pager Duty uses the E-Verify employment verification program.