HR Infrastructure & Operations Manager at Pagerduty

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization. We're seeking an experienced HR Infrastructure Manager to drive two critical pillars of PagerDuty's people operations: our recruiting technology ecosystem and our augmented workforce program. This role sits at the intersection of HR technology, process optimization, and strategic workforce planning, requiring both technical acumen and strong stakeholder management skills. You'll leverage cutting-edge AI tools and automation to build scalable, intelligent solutions that transform how we hire and manage our workforce. Mastery: Expert across multiple domains of HR operations with deep specialization in HR technology and workforce programs. Designs sophisticated solutions that balance complexity with usability. Sets the standard for excellence and best practices that others follow across the organization. Impact: Collaborating with others, drives organization-wide impact through executing initiatives that transform how multiple departments operate. Delivers measurable business outcomes that directly influence company-level goals and operational efficiency. Autonomy: Proactively identifies complex problems before they become critical and architects scalable solutions with long-term vision. Operates independently on complex, ambiguous initiatives with minimal oversight. Anticipates organizational needs and acts decisively. Collaboration: Trusted advisor, representing the team and processes, to senior leadership and cross-functional partners. Influence in decision-making across departments (TA, Finance, Procurement, Legal). Builds consensus among diverse stakeholders with competing priorities. Communication inspires action and drives alignment at all organizational levels. Emotional Intelligence: Navigates complex organizational dynamics with exceptional political acumen and cultural sensitivity. Builds trust quickly across all levels, from individual contributors to executives. Manages resistance to change effectively, turning skeptics into advocates. Maintains perspective during high-stakes situations while coaching others through ambiguity and organizational transformation. AI & Automation Fluency: Proficient in identifying opportunities for AI-driven automation and building AI agents to streamline HR processes. Applies AI tools to enhance analytics, improve user experiences, and reduce manual work. Stays current with emerging AI technologies and evaluates their applicability to HR infrastructure challenges. KEY RESPONSIBILITIES: Recruiting Technology & Analytics (50%) • Own and optimize PagerDuty's recruiting technology ecosystem, ensuring seamless integrations, automation, and scalability across our hiring tools and platforms • Drive recruiting analytics strategy, delivering actionable insights that inform hiring decisions, identify bottlenecks, and measure recruiting effectiveness • Build and maintain integrations between recruiting systems and downstream HR/business tools to ensure data accuracy and process efficiency • Leverage AI and build AI agents to automate recruiting workflows, enhance candidate matching, improve data quality, and surface predictive insights • Partner with Talent Acquisition to identify opportunities for AI-driven automation that reduce time-to-hire and improve candidate experience • Manage vendor relationships for recruiting technology stack, including system upgrades, troubleshooting, and optimization Augmented Workforce Program (50%) • Design and execute PagerDuty's comprehensive augmented workforce program in partnership with the Director of HR Infrastructure & Operations • Develop clear policies and guidelines defining when and how to engage EOR employees, contractors, and interns, ensuring compliance and business alignment • Configure and optimize systems to support augmented worker lifecycle management, from requisition through offboarding • Build AI-powered tools and agents to streamline augmented workforce processes, automate compliance checks, and provide intelligent recommendations to managers • Create exceptional onboarding and offboarding experiences tailored to augmented workers that balance efficiency with engagement, utilizing automation where appropriate • Build educational resources and training for managers and leaders on augmented workforce policies, classification differences, and best practices • Collaborate cross-functionally with Procurement, HRBPs, Legal, Finance, and business leaders to ensure program effectiveness and adoption • Establish metrics and reporting to measure program success, compliance, and business impact, leveraging AI for predictive analytics BASIC QUALIFICATIONS: • 7+ years of progressive Recruiting or HR Operations experience with demonstrated expertise in recruiting lifecycle management and augmented workforce management • Proven expertise with recruiting systems (ATS platforms such as Greenhouse, Lever, Workday Recruiting, or similar) • Strong technical skills including system configuration, integration management, and process automation • Knowledge of contingent workforce management, including compliance considerations for contractors, EOR arrangements, and intern programs • Demonstrated experience with AI tools and automation, including building AI agents, workflow automation, or applying AI to solve business problems • Experience building programs from the ground up, including policy development, system implementation, and stakeholder enablement • Data-driven mindset with demonstrated ability to build analytics frameworks and translate data into actionable insights • Strong project management skills with ability to manage multiple complex initiatives simultaneously • Effective stakeholder management and communication skills across all organizational levels PREFERRED QUALIFICATIONS: • Experience with HRIS platforms (Workday or similar) and integration tools (Zapier, Workato, custom APIs) • Hands-on experience building AI agents or implementing AI-powered solutions in HR or operations contexts • Familiarity with AI platforms (Gemini, ChatGPT, Claude, Copilot) and no-code/low-code AI agent builders • Background in vendor management and procurement processes • Familiarity with employment classification regulations and compliance requirements • Experience in high-growth technology companies • SQL or other data analysis tool proficiency • Understanding of machine learning concepts and their application to HR analytics The base salary range for this position is 114,000 - 191,400 USD. 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 we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience. Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process. Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance. What we offer As a global organization, our total rewards approach is 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 • 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 - companywide paid days off in addition to PTO • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* • Paid volunteer time off: 20 hours per year • Company-wide hack weeks • Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. 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 PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [Upgrade to PRO to see contact] and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.