Tooling Program Manager

Tooling Program Manager

The 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

1. Application
2. Case Study
3. Case Interview with one of our team members
4. Interview with our Head of Core Services
5. Interview with our Head of Operations
6. Final Culture Interview with one of our Executive Leaders

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