Senior Manager, Product Support Operations

About the Role:

Tubi is hiring its first-ever Senior Manager, Product Support Operations. This is an exciting opportunity for someone who likes 0-1 initiatives and who derives energy from both managing people and rolling up their sleeves to take on impactful initiatives. In this role, you will be responsible for establishing the Product Support Operations function at Tubi. As the lead of this team, you will devise and implement programs to make Tubi's Product Organization the best on the planet, so we can consistently deliver the best entertainment experience to our global audience. This means you'll be responsible for how we build products–from the product development lifecycle to strategic planning and roadmapping. To execute on this remit, you'll lead teams of high-performing leaders across Product Operations and Customer Experience. You will report to the Senior Director of Core Systems and Foundation within Tubi's Product Organization.

Responsibilities:

• Establish Tubi's Product Support Operations organization through articulating a vision, mission, and roadmap
• Establish programs and processes to make Tubi's Product Organization a well-oiled machine and world-class organization. This means overseeing teams and processes that dictate how we build products; how we identify, select, and grow our people; and how we conduct day-to-day business (e.g., our planning and operating cadences)
• Own the product planning and roadmapping process to include hosting and facilitating planning sessions; hosting regular roadmap grooming sessions; and ensuring the strategy and roadmap are up-to-date and communicated across the company
• Oversee initiatives that improve Tubi’s quality, reliability, and user experience, including bug intake, root-causing, and triage programs
• Oversee the analysis and publication of Tubi’s Voice of the Audience Report, which synthesizes the top user issues on the platform and advocates for their resolution
• Coach, mentor, and manage a cross-functional team of people managers covering Product Operations and Customer Experience
• Conduct regular performance management activities like goal setting and providing frequent feedback about individual and team performance
• Ensure your teams have a clearly articulated strategy that is communicated regularly across the company
• Provide regular written and verbal updates to company leadership and cross-functional partners about your team's strategy, roadmap, and progress

Your Background:

• You are an expert at operations. You think in systems, trying to figure out what pieces are at play and how they influence one another. You love breaking down complex systems, figuring out how they work, and devising ways to make them operate more efficiently to produce better outcomes
• You have exceptional writing skills. You are able to take complex topics and break them down into their component parts (the “what,” “why,” and “so what”) for audiences at all levels
• You are a strategic thinker. This means you approach situations considering the challenges that need to be overcome and guiding policies against which you can apply specific actions to overcome them
• You over-communicate. You don't assume that people know what you or your people are doing. You seek to tell the story, to scream it from the mountaintops so that people understand
• You are an avid learner. This means you love reading, you love learning, and you love applying that knowledge to improve yourself–and others–every day
• You have exceptional problem-solving skills. You relish in root cause analysis, using fishbone diagrams and 5 Whys frameworks. You never jump into solutions without identifying and understanding a problem
• You have deep knowledge and expertise in how products are built (i.e., the product development lifecycle). Prior experience in Product Management, Technical Program Management, or Product Operations is essential
• You have at least 5 years of direct people manager experience, at least 1 year of which is managing managers

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