Director, Customer Operations

Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

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.

• Strategy, Vision & Business Leadership
  • 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.
• Operational Ownership: BPO, Quality & Scalability
  • 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.
• Technology, AI & Support Architecture
  • 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 escalate.
  • 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.
• Data, Analytics & Voice of the Customer
  • 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.
• Team Leadership & Organizational Health
  • 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 distributed environment.
  • Establish effective operating rhythms,…