Director, Product Support Operations

Tubi, Inc.; Toronto; Hybrid; CAD 176,000 - 251,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive plan

Medical/dental/vision insurance

Vacation/PTO

Flexible time off policy

Job summary

Tubi, Inc. is seeking a Director of Product Support Operations to lead a lean, AI-first team that runs complex programs across live events, platform integrations, monetization, and financial operations for 100M+ MAU.

You will own end-to-end customer experience and the Tech Org's operating cadences, partnering with engineering, product, design, data science, and finance leaders. This hybrid role is based in Toronto and other major hubs, requiring strategic execution and hands-on-building of

Qualifications

• 7+ years of technical program management or operations experience.
• 4+ years leading and developing teams.
• Proven track record of landing complex, multi-org programs end to end.
• Able to engage engineering executives on feasibility and architecture tradeoffs.
• Executive‑level communication and influence with cross‑org alignment.

Responsibilities

• Define multi-year strategy and 12-month roadmap for Product Support Operations.
• Lead, develop, and recruit high-performing Technical Program Management and Customer Experience teams.
• Act as player‑coach: design, ship, and maintain agentic workflows and lead high-stakes programs.
• Own execution of the Tech Org's complex programs spanning multiple orgs and partners.
• Define the AI-enabled operating model to scale the organization.
• Own the customer support operating model end to end and gather voice of the customer for exec planning.
• Implement and lead execution systems to raise delivery quality across the Tech Org.
• Act as trusted advisor to executives to align on priorities and secure resources.

Skills

Technical program management

Operations leadership

Portfolio management

Executive communication

Job description

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 local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is as 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, vacation/paid time off and other benefits in accordance with applicable plan documents.

Toronto, Canada

$175,600 - $250,800 CAD

For all salaried employees, in lieu of the FOX Vacation policy, Tubi offers a Flexible Time Off Policy to manage all personal matters.

For all full-time, regular employees, in lieu of FOX Paid Parental Leave, Tubi offers a generous Parental Leave Program, which allows parents twelve (12) weeks of paid bonding leave (top up in Canada) within the first year of birth, adoption, surrogacy, or foster placement of a child in addition to applicable government leave program(s) and FOX’s short-term disability policy (if applicable). This time is 100% paid through a combination of any applicable government leaves and wage-replacement programs in addition to contributions made by Tubi.

For all full-time, regular employees, Tubi offers a monthly wellness reimbursement.

About Tubi:

Boldly built for every fandom, Tubi is a free streaming service that entertains over 100 million monthly active users. Tubi offers the world's largest collection of Hollywood movies and TV shows, thousands of creator‑led stories and hundreds of Tubi Originals made for the most passionate fans. Headquartered in San Francisco and founded in 2014, Tubi is part of Tubi Media Group, a division of Fox Corporation.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.