Senior Director, Customer Operations

Scribd, Inc.

San Francisco, United States
Base: $180,000 - $240,000 (ca); equity: competitiv...
Ai-first customer operations model
Multi-brand customer care strategy
Technology-led operational transformation
Lead the complete transformation of Scribd Inc.'s customer care function across a multi-brand portfolio, architecting a unified operating model that serves all four brands

Job Summary

  • Lead the complete transformation of Scribd Inc.'s customer care function across a multi-brand portfolio, architecting a unified operating model that serves all four brands.
  • Own the end-to-end transformation of the C-Ops function to an AI-first, technology-led operation, including migration to an AI-first model and driving AI-powered operational excellence.
  • Build and develop a high-performing leadership bench, foster a culture of ownership and innovation, and serve as a strategic partner to executive leadership.

Matching Summary

Lead the complete transformation of Scribd Inc.'s customer care function across a multi-brand portfolio, architecting a unified operating model that serves all four brands.

Salary

Base: $180,000 - $240,000 (CA); Equity: competitive; Benefits: comprehensive

Skills & Requirements

Must-have

  • AI-first customer operations model
  • Multi-brand customer care strategy
  • Technology-led operational transformation
  • Customer experience optimization
  • BPO strategy and performance

Nice-to-have

  • GRIT mindset
  • Community connection
  • Individual flexibility
  • Bold and real culture

Key Requirements

  • 12+ years of experience in customer operations
  • 7+ years leading managers of managers
  • Proven experience leading technology-first transformation
  • Experience with multi-brand portfolio
  • Understanding of DMCA compliance

Work Rights

Not specified

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