{"schemaVersion":"jobsearcher.job.v1","id":"28cbfaf1bef1848ff598bc88","url":"https://jobsearcher.com/jobs/28cbfaf1bef1848ff598bc88","canonicalUrl":"https://jobsearcher.com/jobs/28cbfaf1bef1848ff598bc88","title":"Director, Customer Operations","description":"About The Company:\nAt Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products: Everand, Scribd, Slideshare, and Fable.\nThis posting reflects an approved, open position within the organization.\nWe support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.\nWhen it comes to workplace structure, we believe in balancing individual flexibility and community connections. It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection. For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location.\nSo what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to. Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.\nOverview:\nWe'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.\nResponsibilities:\nStrategy, Vision & Business Leadership\nDefine and own the long-term vision and strategy for Customer Operations (or C-Ops), aligned with company priorities, outlined H1 department initiatives and growth objectives.\nTranslate company goals into clear annual and quarterly operating plans, success metrics, and priorities for C-Ops.\nServe as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting.\nAdvocate for C-Ops across the organization, securing resources, tooling, and organizational support.\nMonitor industry trends, emerging technologies, and AI advancements to continuously evolve the C-Ops operating model.\nOperational Ownership: BPO, Quality & Scalability\nOwn BPO strategy and performance, including overall responsibility for the BPO relationship, onboarding, training, QA frameworks, and KPI accountability.\nEnsure consistent, high-quality customer experiences across all touchpoints.\nDrive operational efficiency, cost-to-serve optimization, and scalable processes while maintaining quality and compliance standards.\nEstablish clear accountability models and continuous improvement mechanisms across partners and teams.\nTechnology, AI & Support Architecture\nOwn the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments.\nLead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships.\nDrive 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.\nChampion 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.\nData, Analytics & Voice of the Customer\nOwn the C-Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization.\nServe 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.\nOversee 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.\nBuild 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.\nTeam Leadership & Organizational Health\nLead and develop senior managers and leaders across the C-Ops organization, holding them accountable for outcomes and growth.\nBuild a strong leadership bench through hiring, onboarding, coaching, and career development.\nFoster a culture of ownership, innovation and high performance in a team in a distributed environment.\nEstablish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution.\nQualifications:\n10+ 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.\nStrong track record of building high-performing, distributed support teams.\nA 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.\nProven 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.\nProven experience partnering with Product and Engineering teams to influence the core product roadmap based on operational data.\nUnderstanding of DMCA compliance and copyright protection frameworks, with a vision for how AI can automate and improve these mission-critical workflows.\nAt Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $136,000 [minimum salary in our lowest geographic market within California] to $220,000 [maximum salary in our highest geographic market within California].\nIn the United States, outside of California, the reasonably expected salary range is between $112,000 [minimum salary in our lowest US geographic market outside of California] to $209,000 [maximum salary in our highest US geographic market outside of California].\nIn Canada, the reasonably expected salary range is between $142,500 CAD[minimum salary in our lowest geographic market] to $181,500 CAD[maximum salary in our highest geographic market].\nWe carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.\nWorking at Scribd Inc.\nAre you currently based in a location where Scribd Inc. can employ you?\nEmployees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:\n\nUnited States:\nAtlanta | 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.\nCanada:\nOttawa | Toronto | Vancouver\nMexico:\nMexico City\nBenefits, Perks, and Wellbeing at Scribd Inc.\nBenefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work.\nHealthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees\n12 weeks paid parental leave\nShort-term/long-term disability plans\n401k/RSP matching\nOnboarding stipend for home office peripherals + accessories\nLearning & Development allowance\nLearning & Development programs\nQuarterly stipend for Wellness, WiFi, etc.\nMental Health support & resources\nFree subscription to the Scribd Inc. suite of products\nReferral Bonuses\nBook Benefit\nSabbaticals\nCompany-wide events\nTeam engagement budgets\nVacation & Personal Days\nPaid Holidays (+ winter break)\nFlexible Sick Time\nVolunteer Day\nCompany-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace.\nAccess to AI Tools: We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation.\nWant to learn more about life at Scribd? www.linkedin.com/company/scribd/life\nWe 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.\nScribd 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.","company":"Scribd","rawCompany":"scribd","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-09T09:04:12.958Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"11-3012.00","title":"Administrative Services Managers","slug":"administrative-services-managers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"221122","title":"Electric Power Distribution","slug":"electric-power-distribution"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Director, Customer Operations","description":"About The Company:\nAt Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products: Everand, Scribd, Slideshare, and Fable.\nThis posting reflects an approved, open position within the organization.\nWe support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.\nWhen it comes to workplace structure, we believe in balancing individual flexibility and community connections. It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection. For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location.\nSo what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to. Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.\nOverview:\nWe'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.\nResponsibilities:\nStrategy, Vision & Business Leadership\nDefine and own the long-term vision and strategy for Customer Operations (or C-Ops), aligned with company priorities, outlined H1 department initiatives and growth objectives.\nTranslate company goals into clear annual and quarterly operating plans, success metrics, and priorities for C-Ops.\nServe as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting.\nAdvocate for C-Ops across the organization, securing resources, tooling, and organizational support.\nMonitor industry trends, emerging technologies, and AI advancements to continuously evolve the C-Ops operating model.\nOperational Ownership: BPO, Quality & Scalability\nOwn BPO strategy and performance, including overall responsibility for the BPO relationship, onboarding, training, QA frameworks, and KPI accountability.\nEnsure consistent, high-quality customer experiences across all touchpoints.\nDrive operational efficiency, cost-to-serve optimization, and scalable processes while maintaining quality and compliance standards.\nEstablish clear accountability models and continuous improvement mechanisms across partners and teams.\nTechnology, AI & Support Architecture\nOwn the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments.\nLead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships.\nDrive 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.\nChampion 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.\nData, Analytics & Voice of the Customer\nOwn the C-Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization.\nServe 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.\nOversee 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.\nBuild 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.\nTeam Leadership & Organizational Health\nLead and develop senior managers and leaders across the C-Ops organization, holding them accountable for outcomes and growth.\nBuild a strong leadership bench through hiring, onboarding, coaching, and career development.\nFoster a culture of ownership, innovation and high performance in a team in a distributed environment.\nEstablish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution.\nQualifications:\n10+ 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.\nStrong track record of building high-performing, distributed support teams.\nA 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.\nProven 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.\nProven experience partnering with Product and Engineering teams to influence the core product roadmap based on operational data.\nUnderstanding of DMCA compliance and copyright protection frameworks, with a vision for how AI can automate and improve these mission-critical workflows.\nAt Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $136,000 [minimum salary in our lowest geographic market within California] to $220,000 [maximum salary in our highest geographic market within California].\nIn the United States, outside of California, the reasonably expected salary range is between $112,000 [minimum salary in our lowest US geographic market outside of California] to $209,000 [maximum salary in our highest US geographic market outside of California].\nIn Canada, the reasonably expected salary range is between $142,500 CAD[minimum salary in our lowest geographic market] to $181,500 CAD[maximum salary in our highest geographic market].\nWe carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.\nWorking at Scribd Inc.\nAre you currently based in a location where Scribd Inc. can employ you?\nEmployees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:\n\nUnited States:\nAtlanta | 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.\nCanada:\nOttawa | Toronto | Vancouver\nMexico:\nMexico City\nBenefits, Perks, and Wellbeing at Scribd Inc.\nBenefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work.\nHealthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees\n12 weeks paid parental leave\nShort-term/long-term disability plans\n401k/RSP matching\nOnboarding stipend for home office peripherals + accessories\nLearning & Development allowance\nLearning & Development programs\nQuarterly stipend for Wellness, WiFi, etc.\nMental Health support & resources\nFree subscription to the Scribd Inc. suite of products\nReferral Bonuses\nBook Benefit\nSabbaticals\nCompany-wide events\nTeam engagement budgets\nVacation & Personal Days\nPaid Holidays (+ winter break)\nFlexible Sick Time\nVolunteer Day\nCompany-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace.\nAccess to AI Tools: We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation.\nWant to learn more about life at Scribd? www.linkedin.com/company/scribd/life\nWe 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.\nScribd 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.","datePosted":"2026-04-09T09:04:12.958Z","dateModified":"2026-04-09T09:04:12.958Z","hiringOrganization":{"@type":"Organization","name":"Scribd","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"28cbfaf1bef1848ff598bc88"},"url":"https://jobsearcher.com/jobs/28cbfaf1bef1848ff598bc88"}}