[Remote] Director, Support Automation and Tooling

Note: The job is a remote job and is open to candidates in USA. Pinterest is a platform where millions find creative ideas and plan memories. They are seeking a passionate and strategic Director of Support Automation and Tooling to lead the TPM Support organization, focusing on enhancing customer experiences through improved support operations and automation.

Responsibilities

• Understand the end to end customer journeys that exist at Pinterest and develop a unified, future-ready toolset for support operations, prioritizing top issue types, worst experiences and revenue impacts
• Create and execute against a detailed 2026/2027 roadmap that reduces internal tooling, entry point and other complexities while improving customer/seller experience and operational efficiency
• Improve self service adoption and effectiveness, as measured by percent of issues effectively resolved through automation, cost to serve and other KPIs
• Ensure the continuous health and reliability of all support entry points, routing systems, and our overall support tech stack (and enact contingency plans in the event of disruptions)
• Lead well, directing the work of a team of TPMs, and outsourced Engineering resources, ensuring goal alignment while demonstrating Pinterest values
• Develop and execute the vision, strategy, and roadmap for TPM Support Operations aligned with Pinterest's business objectives
• Identify what best in class automation rates and support experiences are, and create a plan for Pinterest to achieve parity
• Lead, mentor, and grow a team of talented program managers, enabling them to deliver impact and drive their professional development
• Partner with cross-functional leaders (Engineering, Product, Operations, HR, and others) to identify and address gaps in support tooling, process, governance, and reporting
• Design and implement scalable processes, frameworks, and tools to support TPMs in their project delivery, GTM (Go To Market), and stakeholder engagement
• Drive automation, and operational efficiency, focused on improving customer experience, and resolution velocity
• Establish and track critical metrics for TPM operations, delivering insights, action items and outcomes to leadership
• Act as a change agent, helping teams navigate transformation and championing a culture of operational excellence and continuous learning

Skills

• 10+ years of experience in technical program management, support operations, or a related field, with at least 5 years of people management experience
• Demonstrated ability to build, lead, and inspire large, distributed teams in a dynamic environment
• Strong track record of designing and implementing operational support strategies and change management initiatives
• Deep expertise in the ever evolving landscape of available external Gen AI tools and applicability in this environment
• Exceptional communication, collaboration, empathy and stakeholder management skills
• Proven ability to influence, build shared goals, align conflicts of interests and partner with leaders at all levels, including executive stakeholders
• Experience working in a high-growth technology company or fast-paced environment
• Bachelor's degree in a relevant, technology-related field such as Computer Science, Engineering, or IT, or equivalent experience

Company Overview

• Pinterest is a visual bookmarking tool for saving and discovering creative ideas. It was founded in 2010, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.pinterest.com/.

Company H1B Sponsorship

• Pinterest has a track record of offering H1B sponsorships, with 377 in 2025, 311 in 2024, 215 in 2023, 314 in 2022, 202 in 2021, 166 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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