IT Product Manager - Billing and Revenue Systems

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. Overview We are seeking a highly experienced and technically proficient Billing and Revenue Systems IT Product Manager to drive the strategy, roadmap, and delivery of our critical billing, revenue recognition, and order-to-revenue (O2R) systems. The ideal candidate brings 5–8 years of dedicated O2R experience, with deep hands-on expertise in Zuora Billing and Zuora Revenue (RevPro), and a strong foundation in finance and subscription revenue operations. This role requires a candidate who understands the business impact behind every system decision — someone who can speak fluently in ARR, deferred revenue, and ASC 606 as comfortably as they navigate Zuora data models and API integrations. This position demands a unique blend of product management acumen, financial domain expertise, technical depth, and the ability to bridge Finance, IT, and Engineering teams. You will also serve as an early adopter and champion of AI-powered tools and automation to continuously improve the efficiency and intelligence of billing and revenue operations. You will partner closely with a Zuora Administrator who handles day-to-day operational work and support. Key Responsibilities Business Solutioning: Proactively identify and solve complex business challenges through benchmarking, competitive research, and stakeholder engagement across Finance, Sales, and Operations. Translate financial KPIs — including ARR, MRR, NRR, churn, and deferred revenue — into system requirements and deliver best-in-class solutions that incorporate emerging trends in subscription management and revenue recognition (ASC 606/IFRS 15). Requirements Translation & Execution: Transform high-level business and finance objectives into clear, actionable system requirements that guide design and implementation phases with precision. Ensure requirements account for revenue accounting impact, financial close timelines, and audit readiness. Zuora Subject Matter Expert (SME): Serve as the organization's primary authority on Zuora Billing and Zuora Revenue (RevPro) — including product architecture, data models, custom objects, workflow configurations, rule sets, and integration points within the broader O2R ecosystem (Salesforce CPQ, NetSuite ERP). Stay current on Zuora roadmap releases and proactively assess impact to existing configurations. Finance & Revenue Operations Partnership: Act as the key systems partner to Finance, Revenue Accounting, and Revenue Operations teams. Develop deep understanding of how billing system configurations drive financial outcomes, including revenue recognition schedules, contract modifications, standalone selling prices (SSPs), and period-end close processes. System Design & Scalability: Partner with engineering and technical architects to ensure system designs are scalable, maintainable, and compliant with security and regulatory standards. Architect solutions that support business growth, new pricing models, and evolving revenue recognition requirements. AI-Driven Process Innovation: Identify and champion opportunities to leverage AI, machine learning, and intelligent automation to streamline billing operations, reduce manual effort, and workflow automation. Use generative AI tools to accelerate requirements documentation, testing, and knowledge management. Agile Development Leadership: Lead agile delivery (Scrum/Kanban), including backlog prioritization, sprint planning, daily stand-ups, and retrospectives to drive continuous improvement and velocity. System Deployment & Quality Assurance: Oversee configuration changes, manage User Acceptance Testing (UAT), and ensure successful deployment of new features across Zuora Billing and Zuora Revenue platforms. Define and maintain test scripts that validate financial accuracy and compliance. Change Management & User Adoption: Lead change management initiatives — including developing training materials, conducting user training sessions, and driving adoption of new features and processes. Communicate the 'why' behind system changes to Finance and Operations stakeholders to ensure buy-in and smooth transitions. SOX Compliance & Controls: Maintain and document SOX controls for billing and revenue systems, ensuring adherence to internal control frameworks and supporting audit requirements. Partner with Internal Audit to address control gaps and maintain a robust compliance posture. Vendor Relationship Management: Build and maintain strong relationships with Zuora and other key vendors, serving as the primary point of contact to influence product roadmaps, escalate issues, and leverage vendor expertise to drive business value. Risk & Delivery Management: Proactively manage project risks, resolve emerging issues, and ensure timely, high-quality delivery of all O2R initiatives. Priority Management & Stakeholder Relations: Effectively manage competing priorities by assessing urgency and business impact, making informed trade-off decisions, and maintaining strong stakeholder relationships through transparent communication and expectation management. User-Centric System Design: Maintain a customer service-oriented mindset, keeping end users at the forefront of system design while balancing business requirements and technical constraints to deliver intuitive, efficient solutions. Basic Qualifications Experience: 5–8 years in IT product management, systems analysis, or similar roles focused on financial/billing systems within a SaaS or subscription business environment. Zuora Expertise (Mandatory): Deep, hands-on experience configuring and implementing Zuora Billing and Zuora Revenue (RevPro), including subscription products, rate plans, discount schedules, billing rules, revenue recognition rules, performance obligations, and custom objects. Proven ability to architect end-to-end billing and revenue solutions, not just administer them. Finance & Revenue Domain Knowledge: Strong understanding of SaaS subscription financial models and revenue metrics including ARR, MRR, NRR, churn, and gross retention. Deep knowledge of revenue recognition under ASC 606/IFRS 15, including contract modifications, variable consideration, standalone selling prices (SSPs), and deferred/unbilled revenue accounting. Ability to partner effectively with Revenue Accounting, FP&A, and RevOps teams. O2R Proficiency: Comprehensive understanding of the subscription lifecycle: Quote-to-Order, Order-to-Cash, Order-to-Revenue, Invoicing, Payment Processing, and Revenue Accounting — and how each stage affects financial reporting and compliance. AI & Automation Skills: Demonstrated ability to apply AI and automation tools to improve operational workflows. Experience using generative AI tools for productivity, documentation, or analysis. Ability to evaluate AI-powered solutions for billing operations (e.g., anomaly detection, revenue forecasting, contract intelligence) and make informed build-vs-buy recommendations. Technical Skills: Proficiency with relational databases, SQL/ZOQL queries for data analysis and reconciliation, and API-based system integration. Collaboration: Exceptional communication and stakeholder management skills with proven ability to influence and lead cross-functional teams spanning Finance, IT, and Engineering. Ability to translate complex te