Director, Automation and Tooling

Position: Director, Support Automation and Tooling
Overview

Employer Industry: Technology (Social Media)

Why consider this job opportunity

• Salary range up to $397,206 USD

• Opportunity for equity in the company

• Chance to lead and mentor a talented team of program managers

• Work in a flexible environment with limited in-person collaboration

• Engage in a culture that prioritizes equity, inclusion, and inspiration

• Be part of a mission-driven organization focused on innovation and customer experience

What to Expect (Job Responsibilities)

• Develop and execute the vision, strategy, and roadmap for TPM Support Operations aligned with business objectives

• Identify best-in-class automation rates and support experiences, creating a plan for achieving parity

• Lead, mentor, and grow a team of program managers, driving their professional development

• Partner with cross-functional leaders to address gaps in support tooling, process, governance, and reporting

• Establish and track critical metrics for TPM operations, delivering insights and outcomes to leadership

What is Required (Qualifications)

• 10+ years of experience in technical program management, support operations, or a related field, with at least 5 years of people management experience

• Proven ability to build, lead, and inspire large, distributed teams in a dynamic environment

• Strong track record of designing and implementing operational support strategies and change management initiatives

• Deep expertise in external Gen AI tools and their applicability in support operations

• Bachelor’s degree in a relevant, technology-related field such as Computer Science, Engineering, or IT, or equivalent experience

How to Stand Out (Preferred Qualifications)

• Experience working in a high-growth technology company or fast-paced environment

• Exceptional communication, collaboration, empathy, and stakeholder management skills

• Proven ability to influence and align conflicts of interest with executive stakeholders

#Technology #Program Management #Leadership #Innovation #Customer Experience

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