Director, User Operations

At Nerd Wallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well‑being, development, and ability to make an impact because when one Nerd levels up, we all do.

We’re looking for a Director, User Operations to lead the transformation of Nerd Wallet’s customer support through AI, redesigning how we resolve customer issues, scale service, and improve satisfaction.

In this role, you’ll oversee both the strategic vision and day‑to‑day operations of our customer support organization, guiding it through a period of innovation and growth. You’ll inherit a strong foundation with established processes, clear metrics, and a high‑performing team, and have the opportunity to elevate our support ecosystem through automation and the thoughtful application of emerging AI technologies.

You’ll set direction and empower a talented group of customer service professionals and technical specialists to redefine how we deliver support. As the bridge between operational excellence and cutting‑edge AI innovation, you’ll collaborate with cross‑functional partners to ensure our systems evolve in step with the business. Success will be measured through improvements in customer satisfaction, resolution times, and operational efficiency.

This role reports to the Director, Engineering.

• Drive AI‑powered customer service strategy: Translate business goals into actionable AI roadmaps, partnering closely with your technical solutions architect to evaluate and leverage the right tools. Design intelligent customer journeys that leverage chatbots, voice AI, and automated routing to provide instant, accurate support across all Nerd Wallet products and services.
• Use data and AI to transform operations: Empower the team to harness insights from customer interactions, AI performance metrics, and behavioral patterns to optimize and scale our support capabilities. Machine learning solutions should predict customer needs and proactively resolve issues before they escalate.
• Champion technical innovation in customer service: Advance the adoption of conversational AI systems, agentic voice technology, and automated resolution workflows. Every AI innovation should maintain the human touch that makes financial guidance meaningful while scaling to serve millions of users.
• Balance automation with human expertise: Ground AI innovation in a deep understanding of customer support excellence. Ensure automation strengthens the human connection at the heart of our service, with thoughtful escalation models and quality systems that guarantee complex financial questions receive the expert attention they deserve.
• Collaborate cross‑functionally: Represent the User Operations org such that every new product or experience includes the right support model from the start. Stay plugged into organizational initiatives to align customer support needs with evolving business and product strategies.
• Lead and develop high‑performing teams: Build, mentor, and inspire a diverse team of customer operations professionals, AI solutions specialists, and support analysts. Foster a culture of innovation, continuous learning, and customer obsession while creating career development pathways that blend service excellence with technical mastery.

• 8+ years in customer operations, support, or related functions within technology‑driven organizations, preferably in financial services or consumer‑facing products.
• 3+ years leading large, multi‑layered teams (10+ members through managers or technical leads), ideally spanning both operational and technical domains.
• 3+ years of experience driving AI and automation initiatives in customer service environments (e.g., conversational AI, chatbots, agent‑assist tools, voice AI).
• Demonstrated ability to scale and optimize support operations through process improvement and data‑informed…