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Digital Engagement Program Manager

PagerDuty

PagerDuty

Operations
Toronto, ON, Canada
Posted on Tuesday, June 18, 2024

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts!

About the Role:

In this role, you'll be responsible for designing, developing, and managing digital lifecycle programs for our 14k+ Commercial customers. You'll work cross-functionally to create a seamless customer experience to improve awareness and product engagement, drive expansion, and reduce churn & downgrade.

Responsibilities:

  • Program Design & Execution:
    • Develop and implement automated email campaigns targeted at specific sales and customer success stages.
    • Craft in-app messaging to complement onboarding experiences that drive engagement and feature adoption.
    • Collaborate with Sales, Customer Success, Product, Marketing and other internal teams to ensure program alignment with overall customer journey goals.
    • Test and validate results in order to automate the successful journeys
  • Automation & Optimization:
    • Champion the use of automation tools and platforms to streamline program execution and data collection.
    • Implement A/B testing methodologies to continuously improve program effectiveness.
    • Analyze program performance metrics to identify areas for improvement and optimize campaign strategies.
    • Communicate results of lifecycle program with senior leadership
  • Data Analysis & Reporting:
    • Work closely with the data analytics team to gather and analyze customer engagement data to understand the Commercial segment to know what campaigns to build and iterate upon
    • Translate insights from data into actionable recommendations for program optimization.
    • Generate reports and presentations to showcase program success and ROI.

Basic Qualifications:

  • 5+ years of experience in program management, marketing automation, or a related field.
  • Proven track record of designing and implementing successful customer lifecycle programs.
  • Strong understanding of email marketing best practices
  • Excellent analytical skills with the ability to interpret and translate data into actionable insights.
  • Advanced reporting and analytical skills and proficient in Excel, Tableau, Gainsight, Salesforce and working knowledge of marketing automation tools
  • Experience with A/B testing methodologies and reporting tools.
  • Excellent communication, collaboration, and project management skills.

Preferred Qualifications:

  • Experience with in-app messaging tools.
  • Prior knowledge of the SaaS industry.
  • SQL proficiency

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Toronto office one time per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 87,000 - 122,000 CAD. 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, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

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. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

  • Competitive salary
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity*
  • 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
  • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
  • HibernationDuty - an annual company paid week off 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
  • Paid volunteer time off - 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. 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 Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty 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 [email protected] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.