Technical Integrations and Tools Program Manager
Technical Integrations and Tools Program Manager
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1 Vacancy
Job Description
About Passes:
Passes is a leading platform dedicated to empowering creators and fostering meaningful connections with their audiences. We are committed to providing innovative solutions that help creators grow and thrive in the digital landscape. Join us and be a part of a team that is shaping the future of the creator economy.
Position Overview:
We are seeking a highly skilled and strategic Technical Integrations and Tools Program Manager to lead and oversee our tools integration and optimization program. This role will own the endtoend process of managing thirdparty tool integrations ensuring seamless technical implementations and aligning them with organizational goals. You will be responsible for driving improvements optimizing costs and delivering critical metrics that measure time saved and cost efficiency for the Passes organization. Reporting under the Support and Safety function you will also collaborate closely with internal teams including engineering and product to ensure successful tool implementations and automations.
Key Responsibilities:
- Develop and Own the Tools Integration Program:
Lead and manage the overall program for integrating thirdparty tools from strategy development to implementation and continuous optimization. This includes setting and driving the strategy for tool adoption integration and maintenance ensuring alignment with broader organizational goals. - Onboarding and Technical Implementation of New Tools:
Oversee the onboarding and technical implementation process for new thirdparty tools ensuring that integrations are seamless and optimized for efficiency. Provide handson support for tool configuration data flow and API connections to streamline processes. - Tool Utilization and Cost Optimization:
Continuously monitor and assess the utility of current tools recommending improvements or replacements to maximize value and reduce costs. Track key metrics related to tool usage and cost efficiency ensuring that tools are deployed in the most costeffective manner over time. - Tooling Metrics and Performance Tracking:
Own the tracking and reporting of key tooling metrics such as time saved operational efficiency and the costs associated with deploying different tools and automations. Use these metrics to drive improvements and present datadriven recommendations to leadership and stakeholders. - Stakeholder Tool Optimization Requests:
Collaborate with internal stakeholders including product support operations and HR teams to assess and optimize the utility of tools like JIRA Zendesk Slack Canva Workday Rippling Google Workspace and others. Address toolrelated requests and ensure that tools are configured to meet the evolving needs of the organization. - Tool Automation Strategy:
Set the strategy for automating workflows and processes related to customer experience tools including generative AI chatbots and deflection programs to improve both internal efficiency and customer satisfaction. - Process Development and Documentation:
Develop userfriendly processes best practices and howto guides to enable both internal and external teams to effectively leverage the tools in place. Offer training and support to maximize tool adoption and optimize workflows. - Continuous Feedback Loop and Process Improvement:
Establish feedback loops and processes across key stakeholders to assess and improve the tooling experience. Drive continuous improvement by acting on feedback and iterating on tool usage and integrations to meet the everchanging needs of the organization. - API Implementations and Collaboration with Engineering/Product Teams:
Lead the implementation of API connections and integrations to ensure smooth tool interoperability. Work closely with engineering and product teams to successfully ship tool improvements and new launches aligning technical specifications with product goals and operational requirements.
Requirements:
- Bachelors degree in a relevant technical field or equivalent experience.
- 23 years of proven experience in a technical program role related to a customer service environment technical support team systems support team or similar function.
- 12 years of proven experience in managing and implementing integrations for a variety of tools within an organization with strong experience in API connections.
- Demonstrated ownership and management of a tooling program including tracking key metrics related to time saved and cost optimization.
- Proven track record of working with engineering and product teams to ship tool improvements and new tool launches.
- Deep experience with business tools such as JIRA Zendesk Slack Canva Workday Rippling Google Workspace and others.
- Strong understanding of automation technologies and experience with implementing such tools and processes particularly with customer experience tools.
- Exceptional project management and organizational skills with the ability to manage multiple integrations and ongoing tool optimizations.
- Excellent communication skills with the ability to work with crossfunctional teams and explain technical concepts to nontechnical stakeholders.
- Strong analytical skills to measure the success of tools and integrations using data to drive decisionmaking.
- Ability to solve complex problems with a focus on improving operational efficiency and scalability.
Qualifications:
- Certification or experience with integration platforms or tool management systems.
- Familiarity with AIdriven technologies such as chatbots or deflection systems.
- Experience in change management training and driving adoption of new tools across an organization.
- Must have: Experienced and proficient with R/Python/SQL
- Plus: Experience w/ technical tool delivery and implementation of apps such as Zendesk JIRA Workday etc.
Benefits:
- Competitive salary and equity package.
- Comprehensive health dental and vision insurance.
- 401(k) plan with company matching.
- Unlimited PTO.
- Industryleading inoffice perks.
- Professional development opportunities and continuous learning support.
Why Join Us:
At Passes youll be part of a dynamic and ambitious team revolutionizing the creator economy. We offer competitive compensation benefits and a vibrant company culture. If youre ready to take on a critical support role in a highenergy startup wed love to hear from you!
Passes is an equal opportunity employerwe celebrate diversity and are committed to creating an inclusive workplace for all.
Required Experience:
Manager
Employment Type
Full Time
