Director, Support Automation and Tooling

Pinterest Support Operations (PSO) is the primary customer support function at Pinterest and a key part of the customer experience with our consumer and ad products. 

We are seeking a passionate, strategic, and experienced Director of TPM (Technical Program Management) Support Operations to lead our rapidly evolving TPM Support organization. In this role, you will:

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

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

What you’ll do:

• Develop and execute the vision, strategy, and roadmap for TPM Support Operations aligned with Pinterest’s business objectives.
• Identify what best in class automation rates and support experiences are, and create a plan for Pinterest to achieve parity.
• Lead, 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 continuous learning.
  
  

What we're looking for:

• 10+ years of experience in technical program management, support operations, or a related field, with at least 5 years of people management experience.
• Demonstrated 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 the ever evolving landscape of available external Gen AI tools and applicability in this environment.
• Exceptional communication, collaboration, empathy and stakeholder management skills.
• Proven ability to influence, build shared goals, align conflicts of interests and partner with leaders at all levels, including executive stakeholders.
• Experience working in a high-growth technology company or fast-paced environment.
• Bachelor’s degree in a relevant, technology-related field such as Computer Science, Engineering, or IT, or equivalent experience.
  
  

In-Office Requirement Statement: 

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere 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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