Pinterest · 14 hours ago
Director, Support Automation and Tooling
United States
Full-time
Remote
Director/Executive
$193K/yr - $397K/yr
10+ years expPinterest 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.
InternetSocial BookmarkingSocial MediaSocial NetworkSoftware
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
Qualification
Required
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
Pinterest is a visual bookmarking tool for saving and discovering creative ideas.
1001-5000 employees
H1B Sponsorship
Pinterest has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (377)
2024 (311)
2023 (215)
2022 (314)
2021 (202)
2020 (166)
Funding
Current Stage
Public CompanyTotal Funding
$1.49BKey Investors
Elliott Management Corp.Brandtech VenturesGoldman Sachs Investment Partners,SV Angel,Wellington Management
2022-07-14Post Ipo Equity
2020-01-01Post Ipo Equity
2019-04-18IPO
Leadership Team
Bill Ready
Chief Executive Officer
Julia Brau Donnelly
Chief Financial Officer
Recent News
2026-02-05
Company data provided by crunchbase