Director, Sales Strategy & Operations

The role

You will lead sales and customer success operations for the Americas region. You will serve as a strategic advisor to leadership, managing the operating cadence, forecasting, and go-to-market initiatives across the customer lifecycle.

What you will do

• Partner with Sales leadership to execute key imperatives
• Drive seller productivity and remove friction from the sales motion
• Run the operating cadence including forecast calls, pipeline inspection, and QBRs
• Improve forecast accuracy and pipeline health
• Support design of territories, segmentation, quotas, and capacity planning
• Support Sales compensation, headcount, and incentive design
• Serve as strategic partner to Americas Sales and Customer Success leadership
• Own Customer Success operating metrics including GRR, NRR, churn, and renewal rates
• Design and operationalize customer lifecycle processes
• Lead, coach, and develop a team of operations and strategy professionals

Required qualifications

• 10+ years in management consulting, sales, customer success, or business operations, GTM strategy, or business planning in enterprise software or large-scale tech
• SaaS/Consumption experience with deep understanding of ARR and consumption models
• 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams
• Track record leading sales planning and running the sales operating cadence with senior Sales leaders
• Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance
• Experience with coverage models, territory and book-of-business governance, quota setting, and capacity planning
• Experience with customer lifecycle programs: health scoring, onboarding, renewal management, churn mitigation
• Strong command of metrics and business modeling
• Executive-level communication with VP- and C-level audiences
• Hands-on operator balancing strategy and execution
• Translating business needs into requirements for IT and Applications
• Bachelor's degree in Business, Finance, Economics, or a related quantitative field

Nice to have

• Extensive experience in GTM strategy and operations, ideally in the cloud computing space
• Aptitude for analytics and data-driven decision-making with a track record of driving GTM strategies including Product Led Growth and Enterprise Selling motions
• MBA or equivalent advanced degree
• Management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention
• Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives
• Managing a portfolio of 6–12 month initiatives in a matrixed org
• Building scaled or digital CS motions for long-tail segments
• Using AI tools to improve analysis, forecasting, or workflows
• Salesforce, Tableau, Anaplan, Gong, Snowflake

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
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks

About the company

PagerDuty, Inc. is the global leader in AI-first digital operations. The PagerDuty Platform orchestrates AI agents and automated workflows to detect, diagnose, and remediate issues.