Director, Product Support Operations

About the Role:

We're seeking a Director of Product Support Operations to lead the team that runs how Tubi's Tech Org plans, executes, and ships. PSO is a deliberately lean, AI-first team of Technical Program Managers and Customer Experience specialists built around three durable jobs: orchestrating agentic systems, people, and the cross-team programs that land Tubi's most complex initiatives for over 100 million monthly active users.

You will own the Tech Org's most complex, company-level programs, spanning live events, platform integrations, monetization, and financial operations, along with the agentic systems that carry the org's operational load. You will also own the customer experience function end to end and run the Tech Org's operating cadences, including planning cycles, executive business reviews, and org-wide communications. You'll work closely with engineering, product, design, data science, and finance leaders as a trusted executive partner.

This team consists of builders, not just coordinators. If you're passionate about building with AI rather than coordinating around it, landing complex programs at company scale, and developing world-class talent while staying hands-on yourself, this is the role for you.

This is a hybrid role based out of our San Francisco, New York, Los Angeles, or Toronto offices.

What You'll Do:

Define the multi-year strategy and 12-month roadmap for Product Support Operations, aligning the portfolio with company objectives
Lead, develop, and recruit high-performing Technical Program Management and Customer Experience team members, setting a high bar through direct feedback and rigorous performance management
Operate as a player-coach: personally design, ship, and maintain agentic workflows and lead high-stakes programs while modeling the builder-TPM standard for the function
Own execution of the Tech Org's most complex, company-level programs spanning multiple organizations and external partners, with impact validated by metrics
Define the org's AI-enabled operating model to scale the organization without adding operational overhead
Own the customer support operating model end to end, positioning the voice of the customer as a reliable input to executive planning with clear evidence and confidence standards
Implement and lead the execution systems that raise delivery quality across the Tech Org, including planning cycles, weekly and monthly business reviews, and org-wide communications
Act as a trusted advisor to executives, driving alignment on company-level priorities and securing the resources to deliver them

Your Background:

7+ years of technical program management or operations experience, including 4+ years leading and developing teams
Proven track record of landing complex, multi-org programs end to end with measurable company-level impact
A builder at heart: a hands-on record of designing, shipping, and maintaining agentic workflows or automations (agents, skills, prompt engineering), not just managing teams that use them
Deep technical fluency: able to engage engineering executives credibly on feasibility, architecture tradeoffs, and sequencing
Player-coach leadership style: you delegate and develop others while continuing to build and deliver yourself
Strong portfolio management judgment, including prioritization against company strategy and disciplined decisions on what to start, stop, and consolidate
Executive-level communication and influence, with a track record of driving alignment across organizations with competing priorities
Experience leading customer experience, support operations, or voice-of-customer programs is a plus
Experience in streaming, media, or consumer technology at scale is a plus

#LI-SY1

#LI-Hybrid

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is listed annually below. This role is also eligible for an annual discretionary bonus, long-term incentive plan, and various benefits including medical/dental/vision, insurance, a 401(k) plan, paid time off and other benefits in accordance with applicable plan documents.

High cost labor markets such as but not limited to Los Angeles, New York City, and San Francisco

$243,700 - $348,100 USD