Community Program Manager

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

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**KEY RESPONSIBILITIES**
- Drive adoption of the PagerDuty Community online forums.
- Drive employee engagement and activity within the community so that community members get timely responses from relevant experts.
- Deliver community monthly reporting and analysis on key trends, identifying areas for additional scrutiny, including internal metrics and external metrics such as content usage and SEO reporting to measure the success of the program.
- Own and administer the community, including user account management and moderation escalation.
- Independently, concept and implement membership campaigns to invite new members to the community.
- Successfully build relationships and Partner with Customer Success, Sales, Support, and Product teams to drive strong engagement in our digital community and to implement best practices.
- Manage content to ensure questions/threads are in the right forum and acknowledged in a timely manner.
- Demonstrate and provide training on community features, business challenges and solutions to internal and external stakeholders. Create and maintain all internal and external documentation for the online forums platform, including best practices, systems, policies, and processes.
- Monitor community health and vibrancy, and produce reports on relevant issues and outcomes, providing recommendations for improvement.
- Architect programs (contests, webinars, giveaways) to drive adoption and success within our community.
- Articulate the overall roadmap for the community, including style, technical, and usability improvements, including navigation, structure, personalization, and automation.
- Leverage polling and survey tools to measure community member experience and sentiment.

**BASIC QUALIFICATIONS**
- 3+ years Community Management experience managing digital forums to drive online discussions, events, product ideation, and knowledge sharing.
- Experience working with technical communities (e.g. developer or devops communities) or experience in a technical role (software development or customer success).
- Experience working in an enterprise environment with remote teams, preferably in a global SaaS company.
- Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting, etc.)
- Proven ability to execute tasks with high quality and within time constraints.

**PREFERRED QUALIFICATIONS**
- Effective and versatile written and interpersonal communication skills.
- Comfortable in a fast-paced/dynamically changing environment.
- Professional online community knowledge management or moderator experience is preferred.

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 **Lisbon** **office 1 day per week**, so you can thrive in your new role and fully embrace being a Dutonian

**Not sure if you qualify?**

**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 count