Tech & Tools Operations Manager

PD&M Operations provides the foundation that enables our organization (Product, Design & Marketing) to run smoothly at scale. We're makers and doers, with a focus on practices, tools, and culture. We ensure that our teams have what they need to work effectively and deliver amazing experiences to our customers.

Description

We're seeking an experienced manager to lead our Tech Operations pillar within PD&M Ops. This team is critical in ensuring our creative teams have the proper systems and services to deliver their work. This is a high-visibility, high-impact role that requires a deep understanding of both technical systems and design workflows. If you're passionate about systems and tools, operational excellence, and empowering creative teams, this may be the role for you!

Responsibilities

• Direct a team of product tech specialists responsible for hardware and software allocation, inventory management, deployment, setup and support of unreleased hardware for designers to test and build on.
• Proactively address technical blockers, improve onboarding experiences, and support the team's ability to work across tools, platforms, and devices.
• Provide technical guidance and act as a point of escalation for resolving high-priority or complex technical issues
• Ensure technical operations are compliant with internal policies and standards
• Define and evangelize policies and standards related to hardware, software, security
• Continuously assess and improve and/or design and implement organizational and operational practices that enable our team's strategic goals.
• Oversee the development and maintenance of internal tools
• Drive complex projects such as migrating teams to new platforms
• Lead/participate in requirements definition, design, development, and deployment and adoption of new collaboration tools
• Establish metrics and reporting to track process effectiveness
• Establish and manage vendor relationships and infrastructure budgets, including forecasting and procurement
• Regularly interface with Senior Leaders
• Forge deep partnerships with IT, Security, Procurement teams to advocate for design team needs, implement tooling solutions, and manage licensing or vendor relationships.
• Bring innovative ideas to improve how the team works and collaborates at scale.

• 8+ years experience in Technical Operations, DevOps, Technical Program Management or related technical field
• A strong leader: 5+ years experience managing and developing talent
• Strategic leadership skills - ability to create, develop, and communicate a compelling vision, aligning team roadmaps with broader organizational priorities.
• Proven ability to manage large-scale technical programs
• Demonstrated success leading change management initiatives, driving new ways of working, innovation, and operational efficiency.
• Experience leveraging data and metrics to drive operational insights and inform strategic decision-making.
• Understanding of the product and design development lifecycle and the tools that enable it (Sketch, Adobe Creative Cloud, Figma, etc.)
• Adept at working with many different types of technical and non technical cross-functional partners from Product Managers to Designers, Producers, Marketers, IT, Security, Procurement, Finance, Legal, etc.
• Adept at validating business and technical requirements
• Comfortable presenting to senior leaders and end users alike
• Bachelor's degree in a relevant field (e.g., Computer Science, Software Engineering, Human-Computer Interaction, User Experience Design or related field)

• Deep understanding of Design organization needs
• Experience leading org-wide tool transitions, ideally in creative environments
• Familiarity with compliance/security considerations in enterprise tool rollouts
• Experience with financial planning and budgeting processes
• Familiarity with AI tools
• Experience managing software vendor relationships and licensing contracts.
• Master's degree or relevant professional certifications (e.g., PMP, CSM, Lean Six Sigma)