Senior Director, Customer Operations

Culture at Scribd, Inc.

We 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.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

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.

• Define 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.
• 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.

• 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.

• 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 escape.
• 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.

• 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,…