Back to jobs

Technical Integrations and Tools Program Manager

Los Angeles, CA

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 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.

Key Responsibilities:

  • 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.

Requirements:

  • 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.

Qualifications:

  • 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.

Benefits:

  • Competitive salary and equity package.
  • Comprehensive health, dental, and vision insurance.
  • 401(k) plan with company matching.
  • Unlimited PTO.
  • Industry-leading in-office perks.
  • Professional development opportunities and continuous learning support.

Why Join Us?:

At Passes, you’ll be part of a dynamic and ambitious team revolutionizing the creator economy. We offer competitive compensation, benefits, and a vibrant company culture. If you’re ready to take on a critical support role in a high-energy startup, we’d love to hear from you!

Passes is an equal opportunity employer—we celebrate diversity and are committed to creating an inclusive workplace for all.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Passes’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.