Director, Customer Operations

About the Company

At 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.

This posting reflects an approved, open position within the organization. We support a culture where our employees can be real and 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 in balancing individual flexibility and community connections. Through our flexible work benefit, Scribd Flex, employees can choose the daily work style that best suits their needs.

A key tenet is prioritizing intentional in‑person moments; occasional in‑person attendance is required for all employees regardless of location.

We hire for “GRIT”: the intersection of passion and perseverance towards long‑term goals. GRIT means setting and achieving Goals, Results, Innovative ideas, and Team collaboration.

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 expect a leader who views AI not just as a tool but a fundamental shift in how we engage with our community.

• Define and own the long‑term vision and strategy for Customer Operations (C‑Ops), aligned with company priorities and 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.
• 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.
• 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.
• Own the C‑Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization.
• 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.
• Build measurement frameworks that go beyond traditional support metrics to track 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…