Director, Customer Operations
Scribd, Inc., Portland, OR, United States
Overview
Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.
This posting reflects an approved, open position within the organization.
Responsibilities Strategy, Vision & Business Leadership
Define and own the long‑term vision and strategy for Customer Operations (C‑Ops), aligned with company priorities, outlined 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 optimisation.
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.
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.
Pay Range In the state of California, the reasonably expected salary range is between
$136,000
to
$220,000 . In the United States, outside of California, the range is between
$112,000
to
$209,000 . In Canada, the range is between
CAD $142,500
and
CAD $181,500 . The position is also eligible for competitive equity ownership and a generous benefits package.
Benefits
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
Location Primary residence:
Must be in or near one of the following cities (including surrounding metro areas or typical commuting distance):
United States: Atlanta, Austin, Boston, Dallas, Denver, Chicago, Houston, Jacksonville, 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
We provide reasonable accommodations to applicants for all stages of the interview process. Please contact accommodations@scribd.com if you need adjustments.
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.
#J-18808-Ljbffr
This posting reflects an approved, open position within the organization.
Responsibilities Strategy, Vision & Business Leadership
Define and own the long‑term vision and strategy for Customer Operations (C‑Ops), aligned with company priorities, outlined 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 optimisation.
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.
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.
Pay Range In the state of California, the reasonably expected salary range is between
$136,000
to
$220,000 . In the United States, outside of California, the range is between
$112,000
to
$209,000 . In Canada, the range is between
CAD $142,500
and
CAD $181,500 . The position is also eligible for competitive equity ownership and a generous benefits package.
Benefits
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
Location Primary residence:
Must be in or near one of the following cities (including surrounding metro areas or typical commuting distance):
United States: Atlanta, Austin, Boston, Dallas, Denver, Chicago, Houston, Jacksonville, 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
We provide reasonable accommodations to applicants for all stages of the interview process. Please contact accommodations@scribd.com if you need adjustments.
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.
#J-18808-Ljbffr