At a Glance
- Tasks: Lead a dynamic team to execute complex programs and enhance customer experience at Tubi.
- Company: Join Tubi, a free streaming service with over 100 million active users.
- Benefits: Enjoy competitive salary, flexible time off, wellness reimbursement, and generous parental leave.
- Other info: Hybrid role available in major cities like Toronto, San Francisco, and New York.
- Why this job: Be a hands-on leader driving innovation and making a real impact in the tech industry.
- Qualifications: 7+ years in technical program management with a passion for building and leading teams.
The predicted salary is between 135000 - 165000 $ per year.
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, prompt engineering), not just managing teams that use them.
- Deep technical fluency: able to engage engineering executives credibly on feasibility, architecture tradeoffs, and sequencing.
- Player‑coach leadership style: you delegate and develop others while continuing to build and deliver yourself.
- Strong portfolio management judgment, including prioritization against company strategy and disciplined decisions on what to start, stop, and consolidate.
- Executive‑level communication and influence, with a track record of driving alignment across organizations with competing priorities.
- Experience leading customer experience, support operations, or voice‑of‑customer programs is a plus.
- Experience in streaming, media, or consumer technology at scale is a plus.
About Tubi:
Boldly built for every fandom, Tubi is a free streaming service that entertains over 100 million monthly active users. Tubi offers the world's largest collection of Hollywood movies and TV shows, thousands of creator‑led stories and hundreds of Tubi Originals made for the most passionate fans. Headquartered in San Francisco and founded in 2014, Tubi is part of Tubi Media Group, a division of Fox Corporation. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.
Director, Product Support Operations in Toronto employer: Tubi, Inc.
Tubi is an exceptional employer that fosters a dynamic and innovative work culture, particularly for the Director of Product Support Operations role. With a focus on AI-driven solutions and a commitment to employee growth, Tubi offers competitive benefits including flexible time off, generous parental leave, and wellness reimbursements, all while providing opportunities to lead complex initiatives that impact over 100 million users. Located in vibrant cities like Toronto, employees enjoy a collaborative environment where they can thrive as builders and leaders in the tech industry.
