Director of Product Support Operations

Tubi; New York (NY); On-site; USD 250,000 - 350,000; Full time

Benefits offered by this job

Healthcare Coverage

Competitive Compensation

Family Support

Wellness Programs

Continuing Education

Financial Planning

Job summary

Tubi seeks a Director of Product Support Operations to lead the PSO that plans, executes, and ships for the Tech Org. You will own end-to-end customer support and drive multi-year strategies aligning with company objectives.

You'll partner with engineering, product, design, data science, and finance to land complex programs, scale operations, and build a high-performing team of TPMs and CX specialists while hands-on delivering key initiatives.

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 with measurable company-level impact.
• Deep technical fluency: able to engage engineering executives credibly on feasibility and architecture tradeoffs.

Responsibilities

• Define the multi-year strategy and 12-month roadmap for Product Support Operations.
• Lead, develop, and recruit high-performing Technical Program Management and Customer Experience team members.
• Operate as a player-coach: design, ship, and maintain agentic workflows and lead high-stakes programs.
• Own execution of the Tech Org’s most complex, company-level programs spanning multiple organizations and external partners.
• Define the org’s AI-enabled operating model to scale the organization without adding overhead.
• Own the customer support operating model end to end, with the voice of the customer informing executive planning.
• Implement and lead the execution systems that raise delivery quality across the Tech Org.

Skills

Technical program management

Leadership

Executive communication

Strategy & roadmapping

Cross-functional collaboration

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
• 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

Benefits

• Healthcare Coverage: We offer medical, dental, and vision coverage, effective from day one.
• Competitive Compensation.
• Family Support: We’re proud to support families of all kinds, and offer generous parental leave, childcare support, and eldercare assistance whenever you need it.
• Wellness Programs: Monthly wellness reimbursement, generous time off, and additional Tubi Holidays help us support mental and physical wellbeing for you and your family.
• Continuing Education: From education reimbursement to leadership development to certification support, we’re invested in developing our talent so you can take your career to the next level.
• Financial Support: We offer resources to help keep you financially fit and invested in your future, from our highly-rated retirement savings matches to financial advisors and planning services.

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

• 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
• 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
• Deep technical fluency: able to engage engineering executives credibly on feasibility, architecture tradeoffs, and sequencing
• Strong portfolio management judgment, including prioritization against company strategy and disciplined decisions on what to start, stop, and consolidate
• Player‑coach leadership style: you delegate and develop others while continuing to build and deliver yourself
• Experience in streaming, media, or consumer technology at scale is a plus
• Experience leading customer experience, support operations, or voice‑of‑customer programs is a plus
• Executive‑level communication and influence, with a track record of driving alignment across organizations with competing priorities