Director, Product Support Operations

Job summary

The Director of Product Support Operations will lead the strategy and execution of complex, company-level programs while managing the Tech Org's operating cadences. This role involves designing AI-enabled agentic workflows and serving as a player-coach to develop high-performing technical program management and customer experience teams.

Job details

About the Role: 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 Tubi Media Group is a division of Fox Corporation, and the FOX Employee Benefits summarized here, covers the majority of employee benefits. The following distinctions below outline the differences between the Tubi and FOX benefits: 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.

What you’ll do

The Director of Product Support Operations will lead the strategy and execution of complex, company-level programs while managing the Tech Org's operating cadences. This role involves designing AI-enabled agentic workflows and serving as a player-coach to develop high-performing technical program management and customer experience teams.

Requirements

Candidates must have 7+ years of technical program management or operations experience, including at least 4 years in a leadership capacity. A strong background in building agentic automations and the ability to engage engineering executives on technical architecture are essential for this position.

Benefits

• Medical insurance • Dental insurance • Vision insurance • Flexible time off policy • Parental leave program • Monthly wellness reimbursement • Annual discretionary bonus • Long-term incentive plan

Listed skills

• Operations Management · Preferred
• Team Leadership · Preferred
• prompt engineering · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical program management
• Operations management
• AI-enabled workflows
• Agentic systems
• Prompt engineering
• Customer experience
• Strategic planning
• Team leadership
• Portfolio management
• Executive communication
• Cross-functional leadership
• Performance management
• Data-driven decision making
• Architecture tradeoffs
• Operational scaling
• Player Coach
• Influencing Skills
• Prompt Engineering
• Influencing Without Authority
• Agentic Systems
• Workflow Management
• Time Off Management
• Planning
• Voice of the Customer (VoC)
• Artificial Intelligence
• Customer Support
• Customer Service
• Communication
• Training And Development
• Performance Management
• Finance
• Leadership
• Operations
• Portfolio Management
• Product Design
• Product Support
• Program Management
• Coordinating
• Prioritization
• Data Science

Job areas

• Management & Leadership
• Technology
• Customer Service & Support
• Creative & Media
• Software
• Director of Product Support
• Director of Operations
• Manufacturing Managers
• General and Operations Managers