About the RoleThe Technical Operations team is hiring a Tooling Program Manager to own and scale our internal automation and AI tooling portfolio. This is a senior individual contributor role with program-level ownership; you'll define the roadmap, drive delivery across multiple concurrent initiatives, and partner directly with Operations leadership to hit agent efficiency targets.
This role offers a path toward people management within 6-12 months, based on performance. Progression along this path will be driven by demonstrating strong delivery velocity, taking end-to-end ownership of the roadmap, and showing the ability to develop and hold junior team members accountable.
What You'll Do- Define and own the quarterly roadmap for AI and automation tooling, anchored to clear efficiency outcomes.
- Translate ambiguous operational problems into scalable, systems-level solutions
- Drive end-to-end delivery across discovery, scoping, build, and launch keeping multiple complex initiatives on track
- Set and uphold a high execution bar by diving into the details, identifying issues early, and driving continuous improvement
- Navigate cross-functional dynamics across Ops, Engineering, and Product, proactively identifying friction and resolving it directly
What We're Looking For- Technical Portfolio Thinking - You break down complex business problems and design systems-level solutions from first principles. You think in workflows, dependencies, and tradeoffs not just features.
- Execution Discipline - You have a clear model for excellent project execution from discovery through delivery. You know when to stay high-level and when to go deep, and you catch issues before they become blockers.
- Stakeholder Influence - You communicate directly and effectively across functions. You identify misalignment early and resolve cross-functional challenges without unnecessary escalation.
- Leadership Trajectory - You're motivated to grow into a people management role. You've mentored or supported others and care about raising the bar for the team, not just delivering your own work.
Nice to Have- Experience building or scaling internal tooling in high-growth environments
- Familiarity with AI-driven automation and its practical application to operational workflows
- Background in Ops, Support, or CX, with a deep understanding of user needs and pain points
Hiring Process- Application
- Case Study
- Case Interview with one of our team members
- Interview with our Head of Core Services
- Interview with our Head of Operations
- Final Culture Interview with one of our Executive Leaders
