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 Product Support Operations, shaping how support programs scale across the organization. The role will partner closely with engineering executives, customer experience teams, and cross-functional leaders to improve delivery quality, streamline workflows, and strengthen the voice of the customer in planning. It is a highly visible leadership position with responsibility for building an efficient operating model and driving measurable impact across the tech organization. The ideal candidate will combine technical program management depth with strong operational leadership and a player-coach approach to team development. Success in this role will require the ability to lead complex, multi-organization initiatives, influence senior stakeholders, and help the business scale without adding unnecessary overhead.
Location: Remote - US based candidates only, no visa sponsorship available
Responsibilities
- Define the strategy and roadmap for Product Support Operations aligned with company goals
- Lead and mentor a high-performing team of Technical Program Managers and Customer Experience specialists
- Design, implement, and maintain agentic workflows while leading critical programs
- Oversee execution of complex company-level programs with measurable impact
- Establish an AI-enabled operating model to scale without increasing overhead
- Manage the customer support model, integrating the voice of the customer into planning
- Implement systems to improve delivery quality across the Tech Org, including business reviews and communications
- Advise executives to align on priorities and secure necessary resources
Qualifications
- 7+ years in technical program management or operations role
- 4+ years of experience leading and developing teams
- Proven success in executing complex, multi-organization programs
- Hands-on skills in designing and maintaining automated workflows
- Strong technical fluency to engage with engineering executives
- Player-coach leadership style that focuses on both delegation and active contributions
- Effective communicator with strong influence at the executive level
Benefits
- Flexible Time Off Policy for full-time employees
- Generous Parental Leave Program with 12 weeks of paid bonding leave
- Monthly wellness reimbursement for employees
- Medical/Dental/Vision insurance coverage
- 401(k) retirement plan with options
- Opportunity to work in a hybrid office environment across major cities
Pay
$243,700 – $348,100 annually