[Remote] Director, Support Automation and Tooling

Note: The job is a remote job and is open to candidates in USA. reputed company is a platform where millions find creative reputed company and plan memories. They are seeking a passionate and strategic Director of Support Automation and Tooling to reputed company the TPM Support organization, focusing on enhancing customer experiences through improved support operations and automation.

Responsibilities

• 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
• 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
• 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

Skills

• 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

Company Overview

• reputed company is a visual bookmarking tool for saving and discovering creative reputed company. It was founded in 2010, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.reputed company.com/.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 377 in 2025, 311 in 2024, 215 in 2023, 314 in 2022, 202 in 2021, 166 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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