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Senior Director, Customer Operations
Full-time
Scribd, Inc. is on a mission to advance human understanding, with four products (Scribd, Slideshare, Everand and Fable) helping billions of people move beyond access into insight. We're seeking a Senior Director of Customer Operations to lead the complete transformation of our customer care function across a multi-brand portfolio. This is a builder role: architect a unified operating model that serves all four brands without flattening what makes each distinct.
Responsibilities
Define and own the long-term vision and strategy for Customer Operations across the full portfolio.
Lead the end-to-end transformation of the function to an AI-first, technology-led operation, owning the roadmap and business case.
Own BPO strategy and performance across all four brands, including QA frameworks and KPI accountability.
Drive AI-powered operational excellence: agent augmentation, real-time quality monitoring, intelligent routing and predictive issue detection.
Own the C-Ops data strategy and serve as the organization's voice of the customer.
Qualifications
12+ years in customer operations, support or customer experience, with at least 7 years leading managers and leaders of managers.
Proven experience personally leading a complete, technology-first transformation including migration to an AI-first model.
A builder mindset with deep understanding of modern support technology and proven ability to champion AI integration.
Experience supporting a multi-brand or multi-product portfolio, and understanding of DMCA compliance frameworks.
