Director, Customer Operations
SupportFinity™, New York, NY, United States
Overview
We're seeking an experienced Director of Customer Operations to lead both the strategic vision and day-to-day execution of this critical function. The right candidate translates company objectives into measurable operational outcomes while building and developing high-performing teams. We’re looking for a leader who views AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community — someone who will lead the transition from traditional support to an AI-first operation that scales our reach while deepening human connection with our audiences. Responsibilities
Strategy, Vision & Business Leadership Define and own the long-term vision and strategy for Customer Operations (C-Ops), aligned with company priorities, approved H1 department initiatives and growth objectives. Translate company goals into clear annual and quarterly operating plans, success metrics, and priorities for C-Ops. Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting. Advocate for C-Ops across the organization, securing resources, tooling, and organizational support. Monitor industry trends, emerging technologies, and AI advancements to continuously evolve the C-Ops operating model. Operational Ownership: BPO, Quality & Scalability Own BPO strategy and performance, including overall responsibility for the BPO relationship, onboarding, training, QA frameworks, and KPI accountability. Ensure consistent, high-quality customer experiences across all touchpoints. Drive operational efficiency, cost-to-serve optimization, and scalable processes while maintaining quality and compliance standards. Establish clear accountability models and continuous improvement mechanisms across partners and teams. Technology, AI & Support Architecture Own the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments. Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships. Drive AI-powered operational excellence: leverage technology for agent augmentation, real-time quality monitoring, intelligent routing, and predictive issue detection. Shift the team from reactive ticket management to proactive experience optimization: identifying and resolving customer pain points before they escalate. Champion a "support-first" approach to product development. Partner with Product and Engineering to embed self-service capabilities and intuitive design into our products from the ground up, reducing friction before customers need to reach out. Data, Analytics & Voice of the Customer Own the C-Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization. Serve as the organization's voice of the customer. Synthesize insights from support interactions, app store reviews, social listening, and user feedback into actionable intelligence that shapes product roadmaps, marketing messaging, and business priorities. Oversee mission-critical compliance programs including CAP/DMCA takedowns, working closely with Legal and Trust & Safety teams to maintain rigorous standards while exploring opportunities for AI-enabled efficiency and scale. Build measurement frameworks that go beyond traditional support metrics (CSAT, FRT) to track what matters: AI deflection effectiveness, cost-per-resolution, impact on customer lifetime value, and leading indicators of churn risk. Team Leadership & Organizational Health Lead and develop senior managers and leaders across the C-Ops organization, holding them accountable for outcomes and growth. Build a strong leadership bench through hiring, onboarding, coaching, and career development. Foster a culture of ownership, innovation and high performance in a distributed environment. Establish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution. Qualifications 10+ years of experience in customer operations, support or customer experience, with at least 5 years leading managers. Experience in high-growth subscription or content platforms is a major plus. Strong track record of building high-performing, distributed support teams. A builder mindset with deep understanding of modern support technology and proven ability to champion AI integration—from automation and intelligent routing to quality monitoring—as part of a cohesive operational strategy. Proven ability to lead an organization through a significant technological transition (e.g., migrating to an AI-first model) while maintaining high team morale and performance. Proven experience partnering with Product and Engineering teams to influence the core product roadmap based on operational data. Understanding of DMCA compliance and copyright protection frameworks, with a vision for how AI can automate and improve these mission-critical workflows. Salary and benefits: This position is eligible for a competitive equity ownership, and a comprehensive and generous benefits package. Base pay is determined within a range based on location and level. Salary Ranges
In California: $136,000 to $220,000. In the United States outside California: $112,000 to $209,000. In Canada: 142,500 CAD to 181,500 CAD. These ranges reflect local market conditions and may vary by level. Note: compensation considers experience, skills, education, and business needs. Working at Scribd, Inc.
Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their primary residence in or near one of the following cities, including surrounding metro areas or locations within typical commuting distance: United States: Atlanta, Austin, Boston, Chicago, Dallas, Denver, Houston, Los Angeles, Miami, New York City, Phoenix, Portland, Sacramento, Salt Lake City, San Diego, San Francisco, Seattle, Washington D.C. Canada: Ottawa, Toronto, Vancouver Mexico: Mexico City Benefits At Scribd, Inc.
Scribd Flex (flexible work model) Comprehensive health, dental, and vision coverage Mental health support and disability coverage Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals Paid parental leave and family support benefits Retirement matching and employee equity Learning and development programs and professional growth opportunities Wellness and home office stipends Complimentary access to the Scribd, Inc. suite of products Enterprise access to leading AI tools Get to Know Scribd, Inc. About Scribd, Inc. Life at Scribd, Inc. We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process. Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. Job code: EX-8B19E90D Job type: Full-time Location: New York About the company: Scribd, Inc.
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We're seeking an experienced Director of Customer Operations to lead both the strategic vision and day-to-day execution of this critical function. The right candidate translates company objectives into measurable operational outcomes while building and developing high-performing teams. We’re looking for a leader who views AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community — someone who will lead the transition from traditional support to an AI-first operation that scales our reach while deepening human connection with our audiences. Responsibilities
Strategy, Vision & Business Leadership Define and own the long-term vision and strategy for Customer Operations (C-Ops), aligned with company priorities, approved H1 department initiatives and growth objectives. Translate company goals into clear annual and quarterly operating plans, success metrics, and priorities for C-Ops. Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting. Advocate for C-Ops across the organization, securing resources, tooling, and organizational support. Monitor industry trends, emerging technologies, and AI advancements to continuously evolve the C-Ops operating model. Operational Ownership: BPO, Quality & Scalability Own BPO strategy and performance, including overall responsibility for the BPO relationship, onboarding, training, QA frameworks, and KPI accountability. Ensure consistent, high-quality customer experiences across all touchpoints. Drive operational efficiency, cost-to-serve optimization, and scalable processes while maintaining quality and compliance standards. Establish clear accountability models and continuous improvement mechanisms across partners and teams. Technology, AI & Support Architecture Own the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments. Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships. Drive AI-powered operational excellence: leverage technology for agent augmentation, real-time quality monitoring, intelligent routing, and predictive issue detection. Shift the team from reactive ticket management to proactive experience optimization: identifying and resolving customer pain points before they escalate. Champion a "support-first" approach to product development. Partner with Product and Engineering to embed self-service capabilities and intuitive design into our products from the ground up, reducing friction before customers need to reach out. Data, Analytics & Voice of the Customer Own the C-Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization. Serve as the organization's voice of the customer. Synthesize insights from support interactions, app store reviews, social listening, and user feedback into actionable intelligence that shapes product roadmaps, marketing messaging, and business priorities. Oversee mission-critical compliance programs including CAP/DMCA takedowns, working closely with Legal and Trust & Safety teams to maintain rigorous standards while exploring opportunities for AI-enabled efficiency and scale. Build measurement frameworks that go beyond traditional support metrics (CSAT, FRT) to track what matters: AI deflection effectiveness, cost-per-resolution, impact on customer lifetime value, and leading indicators of churn risk. Team Leadership & Organizational Health Lead and develop senior managers and leaders across the C-Ops organization, holding them accountable for outcomes and growth. Build a strong leadership bench through hiring, onboarding, coaching, and career development. Foster a culture of ownership, innovation and high performance in a distributed environment. Establish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution. Qualifications 10+ years of experience in customer operations, support or customer experience, with at least 5 years leading managers. Experience in high-growth subscription or content platforms is a major plus. Strong track record of building high-performing, distributed support teams. A builder mindset with deep understanding of modern support technology and proven ability to champion AI integration—from automation and intelligent routing to quality monitoring—as part of a cohesive operational strategy. Proven ability to lead an organization through a significant technological transition (e.g., migrating to an AI-first model) while maintaining high team morale and performance. Proven experience partnering with Product and Engineering teams to influence the core product roadmap based on operational data. Understanding of DMCA compliance and copyright protection frameworks, with a vision for how AI can automate and improve these mission-critical workflows. Salary and benefits: This position is eligible for a competitive equity ownership, and a comprehensive and generous benefits package. Base pay is determined within a range based on location and level. Salary Ranges
In California: $136,000 to $220,000. In the United States outside California: $112,000 to $209,000. In Canada: 142,500 CAD to 181,500 CAD. These ranges reflect local market conditions and may vary by level. Note: compensation considers experience, skills, education, and business needs. Working at Scribd, Inc.
Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their primary residence in or near one of the following cities, including surrounding metro areas or locations within typical commuting distance: United States: Atlanta, Austin, Boston, Chicago, Dallas, Denver, Houston, Los Angeles, Miami, New York City, Phoenix, Portland, Sacramento, Salt Lake City, San Diego, San Francisco, Seattle, Washington D.C. Canada: Ottawa, Toronto, Vancouver Mexico: Mexico City Benefits At Scribd, Inc.
Scribd Flex (flexible work model) Comprehensive health, dental, and vision coverage Mental health support and disability coverage Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals Paid parental leave and family support benefits Retirement matching and employee equity Learning and development programs and professional growth opportunities Wellness and home office stipends Complimentary access to the Scribd, Inc. suite of products Enterprise access to leading AI tools Get to Know Scribd, Inc. About Scribd, Inc. Life at Scribd, Inc. We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process. Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. Job code: EX-8B19E90D Job type: Full-time Location: New York About the company: Scribd, Inc.
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