Senior Director, Customer Operations

Scribd•San Francisco, CA

2d•Hybrid

About The Position

Scribd, Inc. is seeking a Senior Director of Customer Operations to lead the complete transformation of its customer care function across a multi-brand portfolio. This is a builder role at a pivotal moment, responsible for architecting a unified operating model that serves four distinct brands (Everand, Scribd, Slideshare, and Fable) without flattening their unique characteristics. The ideal candidate has prior experience leading technology-first reinventions of customer operations, including migration to an AI-first model, at a similar or larger scale. This role involves translating company objectives into measurable operational outcomes, building a high-performing leadership team, and viewing AI as a fundamental shift in customer engagement. The goal is to scale reach while deepening human connection with audiences.

Requirements

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.

Nice To Haves

12+ years of experience in customer operations, support, or customer experience, with at least 7 years leading managers and leaders of managers.
Demonstrated experience operating at the Senior Director level or above, with a track record of owning a function end-to-end at scale.
Proven experience personally leading a complete, technology-first transformation of a customer operations function - including the migration to an AI-first model - at a company of comparable or greater scale.
Experience supporting a multi-brand or multi-product portfolio, with the strategic instinct to architect operating models that serve distinct audiences without sacrificing operational coherence.
Strong track record of building high-performing, distributed support teams and developing a leadership bench underneath you.
Experience supporting community or social platform care is a plus.

Responsibilities

Define and own the long-term vision and strategy for Customer Operations (C-Ops) across Scribd Inc.'s full portfolio — Everand, Scribd, Slideshare, and Fable — aligned with company priorities, outlined H1 department initiatives, and growth objectives.
Architect a unified C-Ops operating model that accommodates the distinct customer profiles and care requirements of each brand, from subscription content platforms to social reading community management.
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 at the portfolio level.
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.
Lead the end-to-end transformation of the C-Ops function from its current state to an AI-first, technology-led operation, owning the roadmap, change management, and business case for the shift.
Draw on prior experience successfully executing comparable transformations at previous companies to anticipate risks, sequence investments, and build organizational buy-in.
Partner with leaders across Product, Engineering, Legal, Content Trust, and Finance to align the transformation with broader company evolution.
Own BPO strategy and performance across all four brands, including overall responsibility for the BPO relationship(s), onboarding, training, QA frameworks, and KPI accountability.
Ensure consistent, high-quality customer experiences across all touchpoints and brands, calibrated to the unique needs of each product's audience.
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, including re-evaluation of BPO needs and review of alternative models and approaches.
Own the Customer Operations technology ecosystem and future tooling investments across the portfolio.
Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales 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 escalate.
Champion Product and Engineering partnerships across all four brands to work with teams to bring feedback from the support experience to roadmaps so we can reduce 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, 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.
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 team in a distributed environment.
Establish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution.

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