Director, Product Support Operations

About the role

For our client, we are seeking a Director, Product Support Operations to join the team of a leader in the Media space. This leader will own the strategy and execution of a multi-year Product Support Operations function that aligns tightly with broader business goals. The role will build and scale efficient support and operational workflows while partnering closely with technical leaders, customer experience teams, and cross-functional stakeholders. The ideal candidate will shape an AI-enabled operating model, improve delivery quality, and drive measurable impact across the technology organization.

Location: San Francisco, CA - US based candidates only, no visa sponsorship available

Responsibilities

• Define and align a multi-year strategy for Product Support Operations with company goals
• Recruit, develop, and lead high-performing Technical Program Management and Customer Experience teams
• Design, implement, and oversee critical workflows alongside leading high-stakes programs
• Manage execution of intricate, cross-organizational programs that validate impact through metrics
• Develop an AI-driven operating model that scales efficiently without added overhead
• Oversee the end-to-end customer support model, incorporating customer feedback into strategic planning
• Implement systems that enhance quality of delivery across the technology organization, including operational reviews

Qualifications

• 7+ years of technical program management or operations experience, with 4+ years in a leadership role
• Proven track record in executing complex, cross-org initiatives that yield measurable results
• Capable of designing and maintaining automated workflows, demonstrating a builder mindset
• Strong technical fluency for engaging with engineering executives on technical matters
• Demonstrated player-coach leadership style, developing teams while maintaining personal contributions
• Skilled in portfolio management and strategic prioritization
• Exceptional communication skills for influencing and aligning across diverse organizational priorities

Benefits

• Flexible time off policy for all salaried employees
• Generous parental leave program providing 12 weeks of paid leave for new parents
• Monthly wellness reimbursement for health and well-being expenses
• Comprehensive medical, dental, and vision insurance options
• 401(k) retirement plan with employer contributions

Pay

$243,700 – $348,100 annually