Director, Product Support Operations

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,…