Sr. Technical Program Manager

At Pinterest, our mission is to bring everyone the inspiration to create a life they love, and as a Pinterest employee, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping users make their lives better in the positive corner of the internet.

We’re looking for a motivated, hands-on, and analytical Senior Technical Program Manager to help define the future of Pinterest Support. This role is perfect for someone who enjoys building new systems and tools and wants to bring an inspirational support experience to a wide segmented audience of Pinterest Support customers. We’re looking for a person who has experience building out omnichannel support systems and understands why that’s not trivial — ideally this is not your first time doing this. You will play a huge role in the evolution and success of not just Pinterest Support Operations, but all of our customers as well.

What you’ll do:

• Define and enact omnichannel support strategy: Drive the development, stability, scalability and security of new entry points into Pinterest Support offerings, including (but not limited to): live chat, phone support, and custom portals.

• Improve operational efficiency: Identify opportunities to make our customers’ experience more inspirational and improve agent productivity through systems configurations and tooling developments, with a particular focus on automation.

• Product ownership: Define a product vision and develop a short and long-term roadmap for internal teams and external partners to be able to execute, and serve as subject matter expert for several support channels and surfaces.

• Stakeholder and project management: Lead cross-functional support infrastructure projects that involve multiple teams, ensuring alignment on objectives, timelines, and deliverables. Iterate and support existing support infrastructure and features, and provide a base level of accountability for omnichannel support configuration.

• Governance & compliance: Champion privacy and security compliance (GDPR, CCPA, etc) and help maintain data governance in Pinterest’s support infrastructure. Proactively identify compliance issues and coordinate with legal and/or security teams to address them. Ensure that all support workflows have proper approvals that meet brand requirements.

What we’re looking for:

• BS in a technical discipline or equivalent experience (5+ years in a technical role).

• 3+ years experience in a technology management role (TPM, product manager, program manager or systems analyst or consultant).

• 4+ years working with support infrastructure; defining and scoping a technical solution for large scale omnichannel customer support systems and projects; ability to perform complex systems design and development tasks including configuring contact channels, developing routing and response mechanisms, and/or user journey design.

• Strong technical breadth and judgment. You have the ability to quickly ramp up and go deep on a range of technologies and are able to identify technical risks and tradeoffs.

• Proven ability to lead multidisciplinary teams and orchestrate efforts between technical and non-technical groups in a fast-changing environment. You can translate business goals into technical requirements and vice versa, effectively communicating between engineers and stakeholders. Experience in a role that straddles business and engineering is a plus, as it develops the empathy and language to talk to both sides.

• Strong knowledge of CX principles and support operations. 

• Awareness of web privacy and security considerations (cookie compliance, data handling, etc.) and experience ensuring compliance with GDPR, CCPA, and similar regulations.

• Expertise with collaboration and project management tools such as Jira to manage workflows, track progress, and ensure transparency. Demonstrated understanding of Agile methodology, prioritizing work and coordinating sprints or releases for web updates. Strong organizational skills and attention to detail are essential for success in this role.

• Experience involving direct interaction with enterprise-level clients and executive stakeholders, especially in an enablement function.

Relocation Statement: 

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.

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