Director, Product Support Operations

Jobtailor; California (MO); On-site; USD 180,000 - 280,000; Full time

Job summary

Jobtailor is seeking a Senior Technical Program Manager to lead Product Support Operations. You will define strategy, roadmaps, and orchestrate cross-functional programs spanning multiple orgs and external partners.

You will design and scale agentic workflows, ship automations, and own the operating model for customer support, with a focus on AI-enabled processes and executive alignment.

Qualifications

• 7+ years of technical program management or operations experience
• 4+ years leading and developing teams
• Proven track record of landing complex multi-organization programs end to end with measurable company-level impact
• Hands-on experience designing, shipping, and maintaining agentic workflows or automations, including agents, skills, and prompt engineering
• Deep technical fluency, including ability to engage engineering executives on feasibility, architecture tradeoffs, and sequencing
• Player-coach leadership style
• Strong portfolio management judgment and prioritization skills
• Executive-level communication and influence
• 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

Responsibilities

• Define the multi-year strategy and 12-month roadmap for Product Support Operations
• Lead, develop, and recruit Technical Program Management and Customer Experience team members
• Design, ship, and maintain agentic workflows while leading high-stakes programs
• Own execution of complex, company-level programs spanning multiple organizations and external partners
• Define the Tech Org's AI-enabled operating model
• Own the customer support operating model end to end
• Implement execution systems including planning cycles, weekly and monthly business reviews, and org-wide communications
• Advise executives, drive alignment on company-level priorities, and secure delivery resources

Skills

Technical Program Management

Team Leadership

Agentic Workflow Design

Executive Communication

Portfolio Management

Job description

• Define the multi-year strategy and 12-month roadmap for Product Support Operations
• Lead, develop, and recruit Technical Program Management and Customer Experience team members
• Design, ship, and maintain agentic workflows while leading high-stakes programs
• Own execution of complex, company-level programs spanning multiple organizations and external partners
• Define the Tech Org's AI-enabled operating model
• Own the customer support operating model end to end
• Implement execution systems including planning cycles, weekly and monthly business reviews, and org-wide communications
• Advise executives, drive alignment on company-level priorities, and secure delivery resources

Requirements

• 7+ years of technical program management or operations experience
• 4+ years leading and developing teams
• Proven track record of landing complex, multi-organization programs end to end with measurable company-level impact
• Hands-on experience designing, shipping, and maintaining agentic workflows or automations, including agents, skills, and prompt engineering
• Deep technical fluency, including the ability to engage engineering executives on feasibility, architecture tradeoffs, and sequencing
• Player-coach leadership style
• Strong portfolio management judgment and prioritization skills
• Executive-level communication and influence
• 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

Core Competencies

Demonstrates expertise in Technical Program Management with a focus on leading cross-functional teams and executing complex, multi-organization programs. Proven ability to design and maintain agentic workflows while effectively communicating with executives and driving alignment on strategic priorities.

Highest-signal resume keywords

• Technical Program Management
• Team Leadership
• Agentic Workflow Design
• Executive Communication
• Portfolio Management

Hard Skills

• Technical Program Management
• Agentic Workflow Design
• Automation
• Program Execution
• Architecture Tradeoffs
• Measurable Impact Assessment
• Planning Cycles
• Business Reviews
• Customer Support Operations
• Voice-of-Customer Programs

Soft Skills

• Player-Coach Leadership
• Influence
• Judgment
• Prioritization

Industry Keywords

• Streaming
• Media
• Consumer Technology