AI Operations Specialist

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

We are seeking a detail-oriented Agentic Specialist to oversee the daily operations, optimization, and performance monitoring of our AI-powered sales and customer success tools. This role is critical to ensuring our agentic systems deliver exceptional customer experiences while maintaining brand consistency and driving revenue growth through our digital-led sales and customer success motions.

Responsibilities:

• Daily Operations & Monitoring: Monitor AI agent conversations and interactions with prospects in real-time to ensure optimal performance and customer experience. Review conversation logs for quality, accuracy, and brand compliance while identifying opportunities for improvement. Conduct regular health checks on agentic systems to prevent downtime and maintain seamless operations.
• Content Management & Optimization: Update and maintain comprehensive supporting content libraries including objection handling scripts, product information, and conversation flows. Identify gaps in AI knowledge base and flag content needs to marketing and sales teams for development. Ensure all agentic tools have access to current, accurate, and compelling messaging that aligns with company positioning.
• Technical Support & Issue Resolution: Troubleshoot basic AI agent issues including conversation flow problems, integration hiccups, and content delivery errors. Escalate complex technical problems to appropriate teams while maintaining detailed documentation of issues and resolutions. Serve as the primary point of contact for sales and success teams experiencing agentic tool challenges.
• Performance Analysis & Reporting: Track key performance metrics including conversation completion rates, lead qualification accuracy, response times, and conversion metrics. Generate regular reports on agent effectiveness, identifying trends and opportunities for optimization. Present findings to stakeholders with actionable recommendations for improvement.
• Cross-Functional Collaboration: Collaborate closely with sales and marketing teams to ensure AI messaging stays current with product updates, campaign launches, and market positioning changes. Partner with customer success teams to optimize post-sale agentic interactions and support workflows. Work with product and engineering teams to communicate user feedback and feature requests.

Requirements:

• Demonstrated experience working with CRM systems, marketing automation platforms, or customer engagement tools. 
• Strong written communication skills with exceptional attention to detail and ability to maintain brand voice consistency.
• Basic understanding of sales processes, lead qualification, and customer journey mapping. Comfortable with technology and demonstrated ability to quickly learn new software platforms and tools.
• Familiarity with data analysis tools and ability to create basic reports and dashboards. 
• Ability to multitask and prioritize effectively in a fast-paced, dynamic environment. Strong problem-solving skills with a proactive approach to identifying and addressing issues. Excellent interpersonal skills for collaborating across multiple departments and stakeholder groups.
• Preferred Qualifications: Experience with conversational AI platforms, chatbot management, or marketing automation tools. Background in B2B sales or customer success operations. 

This role offers the opportunity to be at the forefront of AI-driven sales technology while directly impacting revenue growth and customer experience in an innovative, fast-growing environment.

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 San Francisco office two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 75,000 - 125,000 . This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary