Head of AI-Driven Product Support & Operations

Tubi; New York (NY); Hybrid; USD 244,000 - 348,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive plan

Medical/dental/vision insurance

401(k) plan

Paid time off

Flexible Time off

Parental Leave

Wellness reimbursement

Job summary

Tubi is seeking a Director of Product Support Operations to lead the Tech Org's most complex programs, shaping live events, integrations, monetization, and financial operations while guiding customer experience end to end.

You will drive AI-enabled operating models, build world-class talent, and stay hands-on while steering multi-org initiatives with executive leadership influence. This hybrid role is based in SF/NY/LA/ Toronto.

Qualifications

• 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).
• 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.

Responsibilities

• 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.

Skills

Technical program management

Leadership

Executive communication

Portfolio management

Cross-functional collaboration

Job description

Tubi is seeking a Director of Product Support Operations to lead the Tech Org's most complex programs, shaping live events, integrations, monetization, and financial operations while guiding customer experience end to end.

You will drive AI-enabled operating models, build world-class talent, and stay hands-on while steering multi-org initiatives with executive leadership influence. This hybrid role is based in SF/NY/LA/ Toronto.