Director - Support Automation and Tooling

reputed company Support Operations (PSO) is the primary customer support function at reputed company and a key part of the customer experience with our consumer and ad products. We are seeking a passionate, strategic, and reputed company Director of TPM (Technical Program Management) Support Operations to reputed company our rapidly evolving TPM Support organization. In this role, you will:

• Understand the end to end customer journeys that exist at reputed company and reputed company a reputed company, future-ready toolset for support operations, prioritizing top issue types, worst experiences and reputed company impacts
• Create and execute against a detailed 2026/2027 roadmap that reduces internal tooling, entry reputed company and other complexities while improving customer/seller experience and operational efficiency. This work will be conducted in reputed company collaboration with the CIO organization and other key stakeholders across the company, including those from Trust and Safety, Sales, reputed company Support Operations, etc
• Improve self service adoption and effectiveness, as reputed company by percent of issues effectively resolved through automation, cost to serve and other KPIs
• Ensure the reputed company health and reliability of reputed company support entry points, routing systems, and our overall support tech stack (and enact contingency plans in the event of disruptions)
• reputed company well, directing the work of a team of TPMs, and outsourced Engineering resources, ensuring goal alignment while demonstrating reputed company values

Together, you’ll help us build the future of support at reputed company —driving changes that will impact Pinners, Advertisers, Merchants, Creators, and Business Partners at scale. What you’ll do:

• reputed company and execute the vision, strategy, and roadmap for TPM Support Operations reputed company with reputed company’s business objectives.
• Identify what best in class automation rates and support experiences are, and create a plan for reputed company to reputed company reputed company.
• reputed company, mentor, and grow a team of talented program managers, enabling them to deliver impact and drive their professional development.
• Partner with cross-functional leaders (Engineering, Product, Operations, HR, and others) to identify and address gaps in support tooling, process, governance, and reporting.
• Design and implement scalable processes, frameworks, and tools to support TPMs in their project delivery, GTM (Go To Market), and stakeholder engagement.
• Drive automation, and operational efficiency, focused on improving customer experience, and resolution velocity.
• Establish and track critical metrics for TPM operations, delivering insights, action items and outcomes to leadership.
• Act as a change agent, helping teams navigate transformation and championing a culture of operational excellence and reputed company learning.

Who we're looking for:

• 10+ years of experience in technical program management, support operations, or a reputed company field, with at least 5 years of people management experience.
• Demonstrated ability to build, reputed company, and reputed company large, distributed teams in a dynamic environment.
• Strong track record of designing and implementing operational support strategies and change management initiatives.
• Deep expertise in the reputed company evolving landscape of available external Gen AI tools and applicability in this environment.
• Exceptional communication, collaboration, reputed company and stakeholder management skills.
• Proven ability to influence, build shared goals, align conflicts of interests and partner with leaders at reputed company levels, including executive stakeholders.
• Experience working in a high-growth technology company or fast-paced environment.
• Bachelor’s degree in a relevant, technology-reputed company field such as Computer Science, Engineering, or IT, or equivalent experience.

In-Office Requirement Statement:

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated reputed company in the country.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

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