Senior Director, Customer Operations

Job description

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. CULTURE AT SCRIBD, INC. We support a culture where our employees can be real and be 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 the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location. So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude. This posting reflects an approved, open position within the organization. OVERVIEW We're seeking a Senior Director of Customer Operations to lead the complete transformation of our customer care function across a multi-brand portfolio. This is a builder role at a pivotal moment: Scribd Inc. operates four distinct products - Everand, Scribd, Slideshare, and Fable - each with meaningfully different customer needs, from subscription content support to social reading community care. The right leader has done this work before, at our scale or larger, and brings the strategic pattern recognition to architect a unified operating model that serves all four brands without flattening what makes each one distinct. This is not a role for someone learning transformation on the job. We are looking for a leader who has personally owned a technology-first reinvention of a customer operations function, including the migration to an AI-first model, and is ready to do it again. You'll translate company objectives into measurable operational outcomes, build and develop a high-performing leadership bench, and view AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community. You'll scale our reach while deepening human connection with our audiences. Responsibilities Strategy, Vision & Multi-Brand Business Leadership - 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. TRANSFORMATION LEADERSHIP - 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. Operational Ownership: BPO, Quality & Scalability - 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. Technology, AI & Support Architecture - Own the Customer Operations technology ecosystem and future tooling investments across the portfolio. This includes taking an in-depth review of what exists, what should stay and what should go, as well as bringing into the company’s existing tech stack where possible. - 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 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. 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 team in a distributed environment. - Establish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution. QUALIFICATIONS - 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. - 12+ years of experience in customer operations, support, or customer experience, with at least 7 years leading managers and leaders of managers. Experience in high-growth subscription or content platforms is a major plus. - 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. We're looking for someone who has already done this work, not someone who will learn it here. - 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. - 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 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 where and how AI could automate and improve these mission-critical workflows. - Experience supporting community or social platform care is a plus. ----------------------------------------------------------------------------------------------- At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $180,000 [minimum salary in our lowest geographic market within California] to $240,000 [maximum salary in our highest geographic market within California]. In the United States, outside of California, the reasonably expected salary range is between $171,000 [minimum salary in our lowest US geographic market outside of California] to $228,000 [maximum salary in our highest US geographic market outside of California]. In Canada, the reasonably expected salary range is between $160,000 CAD[minimum salary in our lowest geographic market] to $213,000 CAD[maximum salary in our highest geographic market]. We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package. WORKING AT SCRIBD, INC. Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance: United States: Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C. Canada: Ottawa | Toronto | Vancouver Mexico: Mexico City Benefits at Scribd, Inc. - 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 Get to Know Scribd, Inc. About Scribd, Inc. https://www.scribdinc.com/about Life at Scribd, Inc. https://bit.ly/ScribdonLinkedin We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process. If you apply for a job with Scribd or otherwise engage with us in connection with employment (including as an employee, contractor, or other personnel), the personal information we process in that context is subject to our Employee and Applicant Privacy Policy, which is available here https://support.scribd.com/hc/en-us/articles/49754646187284-Employee-and-Applicant-Privacy-Policy-and-Notice-at-Collection. Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.