Technical Integrations and Tools Program Manager, Passes
+ Equity package
4 days a week in office
Web 3.0 platform for creators
Posted today
Web 3.0 platform for creators
21-100 employees
Posted today
+ Equity package
4 days a week in office
21-100 employees
Company mission
To empower creators to scale their content, own their audiences, and make more money than they could anywhere else.
Role
Who you are
- Bachelor’s degree in a relevant technical field or equivalent experience
- 2-3 years of proven experience in a technical program role related to a customer service environment, technical support team, systems support team, or similar function
- 1-2 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, Monday.com, 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 cross-functional teams and explain technical concepts to non-technical stakeholders
- Strong analytical skills to measure the success of tools and integrations, using data to drive decision-making
- Ability to solve complex problems with a focus on improving operational efficiency and scalability
- Certification or experience with integration platforms or tool management systems
- Familiarity with AI-driven 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
What the job involves
- 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 end-to-end process of managing third-party 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
- Develop and Own the Tools Integration Program:
- Lead and manage the overall program for integrating third-party 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 third-party tools, ensuring that integrations are seamless and optimized for efficiency. Provide hands-on 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 cost-effective 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 data-driven 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, Monday.com, Slack, Canva, Workday, Rippling, Google Workspace, and others. Address tool-related 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 user-friendly processes, best practices, and how-to 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 ever-changing 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
Our take
Traditionally, nearly all media was created and controlled by a few central organizations. Then, the internet came along and platforms like YouTube and Facebook democratized content creation while controlling distribution. Now, with the advent of blockchain technologies, Passes is attempting to decentralize power to the creators themselves.
The company delivers a Web 3.0 platform for creators to scale their content and own their audiences. In theory, this should be a dream for creators and consumers alike. However, so far Web 3.0 platforms have found that in practice it is difficult to onboard users.
Passes must ensure that its platform is easy to use and has competitive capabilities if it is to see good adoption levels. Its acquisition of rival monetization platform Fanhouse was a step in the right direction. And a strong Series A funding round will be used to grow its team and add additional creator revenue streams to the platform.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Flexible work hours, with the option to work in-person at NYC or Miami offices
- The chance to work on a world-class team of former founders and engineers who have scaled companies to >$7.5b in value
- Equity and token allocation
- Unlimited PTO
- 401k & top-tier health insurance benefits (equivalent to Big Tech companies coverage for Medical, Dental & Vision)
- Occasional paid travel costs to events and off-sites
Company HQ
Brickell, Miami, FL
Leadership
Lucy Guo
(CEO)Current Founder and General Partner of Backend Capital, an early-stage fund focused on backing engineers. Previously co-founded Scale AI (Y Combinator S16) and was a product designer at Quora and Snapchat.
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