PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations, orchestrating AI agents and automated workflows with over 750 integrations.
Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500.
Responsibilities
Serve as senior on-site leader for PagerDuty's Santiago office, providing direct leadership for Customer Success, Support and Professional Services teams.
Lead local Support and Services teams to accelerate customer success, collaborating with sales & customers on deployments.
Act as primary local liaison between site-based teams and global functional leaders.
Own site operations, including facilities, workplace policies, local compliance, and employee experience.
Partner with People/HR on local hiring, onboarding, retention, and talent development.
Drive employee engagement and culture-building initiatives.
Represent PagerDuty externally in Chile, building relationships with government bodies, industry groups, vendors, community partners.
Ensure compliance with Chilean labor law, tax, and regulatory requirements.
Manage local operating budget and site-level spend.
Track and report on office health metrics to executive leadership.
Act as escalation point and problem-solver for cross-functional issues.
Requirements
10+ years of progressive leadership experience, including Customer Service and Support experience and site, country, or general management roles, within SaaS or technology companies.
Previous experience leading post-sales customer support and services teams, tracking KPI metrics such as churn and downgrades, net expansion, and operating margin.
Demonstrated ability to lead and influence cross-functional teams without direct subject-matter expertise in every function.
Fluent in both Spanish and English, written and verbal.
Strong understanding of the Chilean business environment, labor market, and regulatory landscape.
Proven track record managing site operations for a larger workforce.
Excellent stakeholder management skills.
Bachelor's degree required; MBA or equivalent advanced degree preferred.
Experience in high-growth or scaling technology organization is a plus.
Conditions
Hybrid workplace; expected to come into Santiago office two times per week.
PagerDuty operates a hybrid work model with offices in 8 major cities.