Director overseeing environment and planning projects at Aurecon in Perth. Leading a team for energy, resources, transport and government sectors.
About the role
- Director of TPM Support Operations at Pinterest responsible for developing customer support tooling and leading a team of program managers. Driving automation and operational efficiency in support operations for improved experiences.
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. This work will be conducted in close collaboration with the CIO organization and other key stakeholders across the company, including those from Trust and Safety, Sales, Pinterest Support Operations, etc
- 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.
- 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.
Requirements
- 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.
Benefits
- Professional development opportunities
- Flexibility to work best
- Collaborative culture
Job title
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Degree requirement
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