Position Overview: 

The Pinterest User Services & Support team provides strategic and planned support to Pinners, Pinterest Advertisers, Creators, and Merchants. This team also provides GTM strategy support and A-B testing for all new customer facing products and features in conjunction with Product & Engineering Solutions support. As the Senior Director of User Services & Support, you will lead a growing globally distributed team across customer success, support, product operations, and solution engineering tasked with providing our Pinners with world class experiences bringing them the inspiration to create a life they love. As a direct report to the VP, Scaled Operations, you will oversee end to end improvements for customer onboarding, support and media management, and be a customer’s voice to our product & engineering teams.

What You'll Do:

Lead and inspire a high performing team - oversee and develop a global team of 30+ professionals, fostering a culture of accountability, collaboration and customer centricity. You will work closely with BPO leaders to ensure collective success. You will also define customer journeys - develop and refine end-to-end customer journeys to ensure seamless interactions and to align with Pinterest’s brand and support objectives. Optimize support channels - drive channel strategy across email, chat, social media and self-service, continuously improving experience and financial metrics

• Elevate customer experience - leverage data and insights to proactively identify opportunities for improving user satisfaction and resolving pain points
• Collaborate cross functionally - partner with Trust & Safety, Product, Engineering and other internal teams to identify and implement best in class tools, systems and workflows, ensuring the appropriate use of AI and automation to enhance scalability and quality
• Monitor and report on key metrics- regularly track and communicate performance metrics to stakeholders, using insights to inform future strategies. Assess and establish key goals and scorecards for all functions, with an continuous improvement mindset
• Act as an advocate for Advertisers, Pinners and all who use the Pinterest platform - influence product roadmaps through the effective use of data and narrative, be a strong voice of the customer, assisting with prioritization 

What We're Looking For:

• 10+ years of experience in customer support, with at least 5 years in a senior leadership role
• Proven track record of managing and developing diverse, distributed teams
• Expertise in journey mapping and channel optimization across support channels
• Strong understanding of AI tools and automation in customer support
• Exceptional collaboration and cross-functional leadership skills
• Ability to drive measurable results, improving experience and cost structure 
• Data-driven mindset with experience leveraging insights to influence company level decision-making
• Bachelors degree or equivalent experience

Relocation Statement:

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

In-Office Requirement Statement:

• 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.
• This role will need to be in the office for in-person collaboration 1-2 times/quarter, and therefore can be situated anywhere in the country. 

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