Principal, Enablement Program Management

PagerDuty

2d•Hybrid

About The Position

PagerDuty (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 perfect 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. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, 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, As a Senior 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 across the organization 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. You understand how enablement drives pipeline, retention, and expansion in the SaaS business model, and you bring strong program management discipline combined with a passion for organizational transformation and continuous innovation.

Requirements

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
Up to 20% travel (primarily North America, occasionally international)

Nice To Haves

AI & Learning Technology: Advanced proficiency with AI tools for instructional design (ChatGPT, generative AI platforms, Synthesia), content creation, personalization, and analytics.
Certification Framework Design: Experience building competency models, assessment strategies, badging/credentialing programs, and certification governance.
Customer Education: Experience with customer academies, adoption programs, community building, and customer marketing.
Instructional Design Mastery: Deep expertise in adult learning theory, design thinking, learning experience design, and multiple instructional modalities.
Excellent Communication: Exceptional written, verbal, and presentation skills. Ability to influence and inspire audiences from individual contributors to executives.
Project Management Tools: Proficiency with Asana, Wrike, Monday.com, Smartsheet, or similar platforms.

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.

Benefits

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 & HibernationDuty - 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