Tooling Program Manager

About the role

The Technical Operations team is hiring a Tooling Program Manager to own and scale our internal automation and AI tooling portfolio. This is a senior individual contributor role with program-level ownership; you'll define the roadmap, drive delivery across multiple concurrent initiatives, and partner directly with Operations leadership to hit agent efficiency targets.

This role offers a path toward people management within 6–12 months, based on performance. Progression along this path will be driven by demonstrating strong delivery velocity, taking end-to-end ownership of the roadmap, and showing the ability to develop and hold junior team members accountable.

What You’ll Do

• Define and own the quarterly roadmap for AI and automation tooling, anchored to clear efficiency outcomes.
• Translate ambiguous operational problems into scalable, systems-level solutions.
• Drive end-to-end delivery across discovery, scoping, build, and launch keeping multiple complex initiatives on track.
• Set and uphold a high execution bar by diving into the details, identifying issues early, and driving continuous improvement.
• Navigate cross-functional dynamics across Ops, Engineering, and Product, proactively identifying friction and resolving it directly.

What We're Looking For

• Technical Portfolio Thinking - You break down complex business problems and design systems-level solutions from first principles. You think in workflows, dependencies, and tradeoffs not just features.
• Execution Discipline - You have a clear model for excellent project execution from discovery through delivery. You know when to stay high-level and when to go deep, and you catch issues before they become blockers.
• Stakeholder Influence - You communicate directly and effectively across functions. You identify misalignment early and resolve cross-functional challenges without unnecessary escalation.
• Leadership Trajectory - You’re motivated to grow into a people management role. You’ve mentored or supported others and care about raising the bar for the team, not just delivering your own work.

Nice to Have

• Experience building or scaling internal tooling in high-growth environments.
• Familiarity with AI-driven automation and its practical application to operational workflows.
• Background in Ops, Support, or CX, with a deep understanding of user needs and pain points.