About Pinterest:  

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, 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 Pinners make their lives better in the positive corner of the internet.

Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.

Our new progressive work model is called PinFlex, a term that’s uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more. 

The Pinterest Support Operations team is undergoing a period of significant transformation, with substantial objectives set for completion in 2025. Therefore we are looking for a skilled Senior Operations Specialist to help drive operational excellence and efficiency through strategic customer support initiatives. Central to this work is enhancing our incident and escalation management processes. Over the past year, we've encountered a marked increase in high-impact incidents and escalations, which have brought additional challenges due to the large number of personnel involved. This role will be crucial in streamlining processes and crafting innovative solutions to manage these intricate situations effectively. Additionally, this person will be responsible for leading continuous improvement projects that help to improve the user support experience for Pinners and Advertisers. 

 

What you’ll do:

• Identify inefficiencies in support operational processes and develop targeted remediation plans, including redesigning processes, optimizing systems, and leading initiatives to drive measurable improvements in operational excellence
• Gather, analyze and utilize relevant data and escalation trends to develop improvements to our escalation and incident response processes and provide recommendations for process, policy, and product improvements
• Comfortably navigate through high pressure escalations, operational grey areas and collaborate with cross-functional partners, when appropriate, to resolve issues swiftly
• Communicate progress to stakeholders and present opportunities for approval to senior leadership
• Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop internal workflows
• Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across stakeholder groups to remediate future issues
• Remain up-to-date on key support workflow changes, expected product behavior, and platform policy updates

What we’re looking for:

• 5+ years of experience in operations, program management, strategic planning, business process improvement, and/or change management
• Proven track-record of developing and improving processes with positive impact to business metrics
• Bias towards action and results delivery which are critical in a highly performance-oriented environment; passion for quality and efficiency and a strong entrepreneurial attitude
• Demonstrated ability and comfort with data analysis for the purpose of storytelling and consensus-building
• Experience in building a project from kick-off to close, specifically planning and leading continuous improvement initiatives with a strong ability to align stakeholders.
• Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging
• Comfortable presenting and communicating across all levels of leadership within an organization
• Ability to rapidly shift priorities based on evolving priorities and challenges
• Excellent written, verbal and analytical skills
• Experience working in a customer support environment or with contact centers
• Relevant Business 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 up to 4x per year and therefore can be situated anywhere in Ireland. 

 

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Our Commitment to Inclusion:

Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require a medical or religious accommodation during the job application process, please complete this form for support.