Director, User Operations Job at NerdWallet, Inc in San Francisco

At NerdWallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well‑being, development, and ability to make an impact because when one Nerd levels up, we all do. We’re looking for a Director, User Operations to lead the transformation of NerdWallet’s customer support through AI, redesigning how we resolve customer issues, scale service, and improve satisfaction. In this role, you’ll oversee both the strategic vision and day‑to‑day operations of our customer support organization, guiding it through a period of innovation and growth. You’ll inherit a strong foundation with established processes, clear metrics, and a high‑performing team, and have the opportunity to elevate our support ecosystem through automation and the thoughtful application of emerging AI technologies. You’ll set direction and empower a talented group of customer service professionals and technical specialists to redefine how we deliver support. As the bridge between operational excellence and cutting‑edge AI innovation, you’ll collaborate with cross‑functional partners to ensure our systems evolve in step with the business. Success will be measured through improvements in customer satisfaction, resolution times, and operational efficiency. This role reports to the Director, Engineering. Where you can make an impact: Drive AI‑powered customer service strategy: Translate business goals into actionable AI roadmaps, partnering closely with your technical solutions architect to evaluate and leverage the right tools. Design intelligent customer journeys that leverage chatbots, voice AI, and automated routing to provide instant, accurate support across all NerdWallet products and services. Use data and AI to transform operations: Empower the team to harness insights from customer interactions, AI performance metrics, and behavioral patterns to optimize and scale our support capabilities. Machine learning solutions should predict customer needs and proactively resolve issues before they escalate. Champion technical innovation in customer service: Advance the adoption of conversational AI systems, agentic voice technology, and automated resolution workflows. Every AI innovation should maintain the human touch that makes financial guidance meaningful while scaling to serve millions of users. Balance automation with human expertise: Ground AI innovation in a deep understanding of customer support excellence. Ensure automation strengthens the human connection at the heart of our service, with thoughtful escalation models and quality systems that guarantee complex financial questions receive the expert attention they deserve. Collaborate cross‑functionally: Represent the User Operations org such that every new product or experience includes the right support model from the start. Stay plugged into organizational initiatives to align customer support needs with evolving business and product strategies. Lead and develop high‑performing teams: Build, mentor, and inspire a diverse team of customer operations professionals, AI solutions specialists, and support analysts. Foster a culture of innovation, continuous learning, and customer obsession while creating career development pathways that blend service excellence with technical mastery. Your experience: 8+ years in customer operations, support, or related functions within technology‑driven organizations, preferably in financial services or consumer‑facing products. 3+ years leading large, multi‑layered teams (10+ members through managers or technical leads), ideally spanning both operational and technical domains. 3+ years of experience driving AI and automation initiatives in customer service environments (e.g., conversational AI, chatbots, agent‑assist tools, voice AI). Demonstrated ability to scale and optimize support operations through process improvement and data‑informed decision‑making. Deep knowledge of customer service technologies and integrations (e.g., CRM, ticketing, and API systems such as Zendesk, Intercom, Salesforce). Experience applying AI/ML to enhance customer service, including natural language processing, sentiment analysis, automated routing, and performance optimization. Proficiency with analytics, experimentation, and visualization tools (e.g., Amplitude, Looker, A/B testing). Strategic understanding of how AI‑powered service impacts the customer lifecycle — from reactive support to proactive engagement. Strong record of delivering measurable results: improving satisfaction (NPS, CSAT, CES), reducing resolution times, and advancing operational efficiency. Where: This role will be remote (based in the U.S.). We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well‑being of you and your family. What we offer: Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?) Industry‑leading medical, dental, and vision health care plans for employees and their dependents Rejuvenation Policy – Vacation Time Off + 11 holidays New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care Mental health support Paid sabbatical for Nerds to recharge, gain knowledge and pursue their interests Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend Work from home equipment stipend and co‑working space subsidy Have Some Fun! (Nerds are fun, too) Nerd‑led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities Hackathons and team events across all teams and departments Company‑wide events like NerdLove (employee appreciation) and our annual Charity Auction Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match Plan for your future (And when you retire on your island, remember the little people) 401K with company match Be the first to test and benefit from our new financial products and tools Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar Disability and Life Insurance with employer‑paid premiums If you are based in California, we encourage you to read this important information for California residents linked here. NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment. NerdWallet will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and the San Francisco Fair Chance Act, which requires this notice, as well as the Los Angeles Fair Chance Act, which requires this notice. NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E‑Verify program for all US locations. For more information, please see: E‑Verify Participation Poster (English+Spanish/Español) Right to Work Poster (English) / (Spanish/Español) #LI‑Remote #LI‑5 #LI‑DNP #J-18808-Ljbffr In Summary: We're looking for a Director, User Operations to lead the transformation of NerdWallet’s customer support through AI . You’ll oversee both the strategic vision and day‑to‑day operations of our customer support organization, guiding it through a period of innovation and growth . Success will be measured through improvements in customer satisfaction, resolution times, and operational efficiency . En Español: En NerdWallet, estamos en una misión de traer claridad a todas las decisiones financieras de la vida y cada gran misión requiere un equipo de nerds excepcionales. Hemos construido una cultura inclusiva, flexible y candidata donde se puede crecer, asumir riesgos inteligentes y ser sin disculpas uno mismo (capa opcional). Ya sea remota o dentro del despacho, apoyamos cómo usted prospera mejor. Invertimos en su bienestar, desarrollo y capacidad para tener impacto porque cuando un Nerd alcanza los niveles más altos, todos lo hacemos. Buscamos un Director de Operaciones de Inteligencia Artificial para liderar la transformación del soporte al cliente de Nerdwallet mediante IA, rediseñar la forma en que resolvemos problemas al cliente, el servicio a escala y mejorar la satisfacción. El éxito se medirá a través de mejoras en la satisfacción del cliente, los tiempos de resolución y la eficiencia operativa. Este papel reporta al Director, Ingeniería. Donde puede hacer un impacto: Impulsar una estrategia de servicio al cliente impulsada por IA: Translate business goals into actionable AI roadmaps, partnering closely with your technical solutions architect to evaluate and leverage the right tools. Diseñar viajes inteligentes para clientes que aprovechen chatbots, voz de AI y routing automatizado para proporcionar soporte instantáneo y preciso en todos los productos y servicios NerdWallet. Utilice datos e IA para transformar las operaciones: Empodere al equipo a aprovechar información de interacciones con el cliente, métricas de IA y patrones de comportamiento para optimizar y escalar nuestras capacidades de apoyo. Las soluciones de aprendizaje automático deben predecir las necesidades del cliente y resolver proactivamente problemas antes de que se intensifiquen. Asegurar que la automatización refuerce las conexiones humanas en el corazón de nuestro servicio, con modelos de escalada pensados y sistemas de calidad que garantizan que los problemas financieros complejos reciban la atención experta que merecen. Colaborar interfuncionalmente: Representar a la organización User Operations para que cada nuevo producto o experiencia incluya el modelo de soporte adecuado desde el principio. Mantenerse conectado a iniciativas organizacionales para alinear las necesidades de apoyo al cliente con las estrategias de negocio y productos en evolución. Dirigir y desarrollar equipos de alto rendimiento: Construir, mentor e inspirar un equipo diverso de profesionales de operaciones del cliente, especialistas en soluciones de inteligencia artificial y analistas de apoyo. Promover una cultura de innovación, aprendizaje continuo y obsesión por el cliente mientras se crean caminos de desarrollo profesional que mezclan la excelencia del servicio con un dominio técnico. Su experiencia: más de 8 años en operaciones para clientes, soporte o funciones relacionadas dentro de organizaciones impulsadas por tecnología, preferiblemente en servicios financieros o productos orientados al consumidor. 3 años liderando equipos grandes y multicapa (10+ miembros a través de gerentes o líderes técnicos), idealmente abarcando tanto los dominios operativos como técnicos. No importa dónde se encuentre, NerdWallet ofrece beneficios y ventajas para apoyar el bienestar físico, financiero y emocional de usted y su familia. Lo que ofrecemos: Trabajar duro, Mantenerse equilibrado (La vida es una serie de actos de equilibrio, eh?) Planes líderes en la industria de atención médica, odontológica y visual para los empleados y sus dependientes Política de rejuvenecimiento Tiempo de descanso + 11 días festivos Nuevo permiso parental para los trabajadores con un niño recién nacido o un hijo colocado con ellos para adopción o cuidado a favor del hogar Apoyo mental de salud Pagada para los nerds para recargar, obtener conocimiento y perseguir sus intereses FSA y HSA Plano de Salud y Cuidado Dependiente Con contribuciones mensuales Nerdwallet Contribución Mensual al Bienestar, Telefono Stipendio, y Guía WIFI Algunos equipos de trabajo en casa stipendiendo y subvenciones de empleo Los empleadores NerdWorkers tienen oportunidad de participar en eventos financieros relacionados con nuestra compañía y otras compañías profesionales (NerdC) Nuestra empresa está comprometida a darles una gran cantidad de tiempo libre a través de nuestros servicios sociales y programas laborales. Prohíbemos la discriminación y el acoso sobre la base de cualquier característica protegida por las leyes federales, estatales o locales aplicables, por lo que todos los solicitantes calificados recibirán una consideración para su empleo. NerdWallet considerará a los candidatos cualificados con antecedentes penales en virtud de la Ley Fair Chance de California y la Ley de San Francisco Fair Chance, que requiere este aviso, así como de la ley de Los Ángeles Fair Chances, que exige esta notificación.