Director, Support Automation and Tooling

Support Automation Ticket Routing Automation Architecture & Maintenance Analytics & Reporting Automation AI Workflow Design (using GPTs / LLMs)

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Role Overview

Pinterest Support Operations (PSO) is the primary customer support function at Pinterest and a key part of the customer experience with our consumer and ad products. We are seeking a passionate, strategic, and experienced Director of TPM (Technical Program Management) Support Operations to lead our rapidly evolving TPM Support organization.

In this role, you will 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. You'll create and execute against a detailed 2026/2027 roadmap that reduces internal tooling complexities while improving customer experience and operational efficiency.

Together, you'll help us build the future of support at Pinterest—driving changes that will impact Pinners, Advertisers, Merchants, Creators, and Business Partners at scale. This work will be conducted in close collaboration with the CIO organization and other key stakeholders across the company.

Responsibilities

Develop and execute the vision, strategy, and roadmap for TPM Support Operations aligned with Pinterest's business objectives
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 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 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 and outcomes to leadership
Ensure continuous health and reliability of all support entry points, routing systems, and overall support tech stack
Improve self-service adoption and effectiveness as measured by automation rates, cost to serve and other KPIs
Act as a change agent, helping teams navigate transformation and championing operational excellence
Direct the work of TPMs and outsourced Engineering resources, ensuring goal alignment while demonstrating Pinterest values

Requirements

10+ years of experience in technical program management, support operations, or related field
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 evolving landscape of external Gen AI tools and their applicability
Exceptional communication, collaboration, empathy and stakeholder management skills
Proven ability to influence, build shared goals, and partner with leaders at all levels including executives
Experience working in a high-growth technology company or fast-paced environment
Bachelor's degree in Computer Science, Engineering, IT, or equivalent experience

Benefits & Perks

Flexible working model with in-office collaboration 1-2 times every 6 months
Remote work opportunity - can be situated anywhere in the country

About the Company

Pinterest is a platform where millions of people around the world come to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. The company is on a mission to bring everyone the inspiration to create a life they love, with AI serving as a powerful partner that augments creativity and amplifies impact.