Head of Community

Job Description

PagerDuty is interviewing , onboarding, and working 100% virtually at this time. As we look to the future, we plan to be ‘distributed by design’, meaning unless your job requirements make it necessary to be in a PagerDuty office, you may choose to work in-office, remotely, or hybrid. We’re focused on inclusion and employee well-being by building a culture that isn’t location specific, and gives equal opportunity to everyone—regardless of where you are working. Overview PagerDuty is a digital operations management platform that empowers the right action, when seconds matter. For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away. We’re growing fast and looking for ambitious people who share our values and customer devotion mindset to join our high caliber team. As the Head of Community for PagerDuty, you will be responsible for the strategic development and execution of global online and in-person initiatives to engage and support our growing community of 16,800 customers and 700,000 users. You will be responsible for overseeing a fantastic team that builds and maintains an online community, a variety of community events, and internal thought leadership programs. You are creative and identify and pursue new community initiatives, programs, and campaigns that recruit new community members and increase engagement for existing members. You will also measure and analyze community membership, community engagement, and the effects of community on our broader company objectives. This position reports to the Director, GTM Operations & Planning and will work with a cross-functional team of advocates, marketers, product managers, and our customer success organization.

KEY RESPONSIBILITIES

• Develop strategy and execute strategy for community marketing and engagement campaigns, involving team and company stakeholders as needed.
• Design and oversee implementation of promotional strategies for disseminating thought leadership content, promoting team speaking engagements, community events and other team activities.
• Build and manage engagement campaigns that grow, engage and promote the PagerDuty community. Conduct post-deployment analysis and debrief stakeholders on metrics and campaign performance.
• Lead operational, reporting, and procedural aspects of the growing Community Team
• Build trackers to manage the team's performance metrics, establish formulas and systems to ensure quality of measurement consistency.
• Establish procedures for delivering warm-hand offs (community qualified leads), building out metrics and identifying how we measure them as successful post-delivery; ensuring the team's approach is iterated to deliver successful warm hand-offs.
• Manage Community Team members and workflow, ensuring overall work plans achieve team objectives.
• Manage direct reports, including performance reviews, work assignments and time management; develop and motivate team members, provide guidance and coaching
• Serve as a high-level project manager for the team, leading departmental sprint cycles and team meetings, organizing department’s quarterly / annual planning cycles, communicating achievements and insights to internal stakeholders through sprint reviews, confluence updates or other reports.
• Oversee development and delivery of internal communications for Community Team
• Build relationships with other departmental leaders - fostering relationship building, two-way communications and identify opportunities for the Community Team to support their initiatives.

MINIMUM QUALIFICATIONS

• 6+ years of demonstrated success in marketing / community leadership role
• 3+ years of demonstrated success in technology community engagement or developmentB2B / enterprise technology experience
• Remote in US or Canada - able to travel 4-8 times per year to events or team meetings (once safe travel has resumed)

SKILLS AND ATTRIBUTES

• You have a passion for engaging with a highly technical audience of developers, ops and devops practitioners.
• Demonstrated ability to manage and direct a cross-functional team to efficiently get things done.
• Excellent collaborator, collaborates with multiple departments at PagerDuty enabling and supporting members of these teams to contribute to community content and engage with our community members.
• Demonstrated ability to expertly juggle and run multiple programs and campaigns at once.
• Creative with a growth-hacking mindset: you will design and implement creative, out-of-the-box programs and campaigns to recruit new community members and increase engagement with existing community members.
• Influencer: can evangelize internally and encourage subject-matter experts at PD to create world-class thought leadership content.
• Metrics-driven through-and-through. Cares deeply about measuring and setting goals around improving community membership and engagement. Passionate about aligning the community initiative with broader company goals in a measurable way.
• Forward thinking in setting up and documenting internal and external processes to scale programs and logistics.

PREFERRED QUALIFICATIONS

• BA/BS degree from accredited four-year college or university.

PagerDuty Offers: - Competitive salaries and company equity - ESPP (Employee Stock Purchase Program) - Retirement plan with company match - Comprehensive benefits package from day one - Company paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent - Paid vacation time - 3 weeks accruing in first year, 4 weeks accruing every year after - Paid holidays and sick leave - Paid employee volunteer time - 20 hours per year - Bi-annual company-wide hack weeks - Mental wellness programs About PagerDuty PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management, serving over 13,800 customers and 700,000 users in 90 countries, including 60% of the Fortune 100. Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities. At PagerDuty, we believe you do your best work in a culture that fosters inclusion, well-being, and innovation. As a Dutonian, you will have ample opportunities to advance your career and connect with colleagues: virtual all hands calls, learning & development programs, bi-annual hack weeks, volunteering events, ERGs (employee-run groups focused on cultivating a sense of belonging for all) - there’s something for everyone. Learn more on Instagram, @pagerdutylife. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty. Additional Information PagerDuty is for people. Meaning, 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 transition or take the next step in your career path, we are excited to connect with you. 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. Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements. PagerDuty uses the E-Verify employment verification program. To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes. Apply for this job