Customer Engineering and Support (CES) Operations Leader

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.

The Customer Engineering & Support (CES) Operations team sits at the center of how we scale world-class customer experiences. As the CES Operations Leader, you will own the strategy and execution of CES Ops globally. You’ll lead a team that spans across product operations, customer experience engineering, technical enablement, and org development. You’ll partner closely with leaders in CES, Product, Engineering, and GTM to improve customer outcomes, efficiency, and quality across our customer-facing teams.

Responsibilities:
• Hire, lead, and develop a high-performing CES Ops team through clear vision, goals, operating cadence, and standards for excellence
• Develop learning programs that keep this organization on the cutting edge of our field – from AI adoption, technical proficiency, industry knowledge and professional skill development
• Own technical documentation and knowledge programs internally and externally using data from front-line teams, tickets and customer interactions to improve content and deflection
• Align with GTM, Product and Product Marketing on product launch strategies, readiness criteria, enablement plans,
• Lead a “Voice of Customer” program using insights from all CES teams and customer feedback to drive technical improvements in our product areas and increase product adoption
• Guide our CES Ops Engineering team to improve efficiency of the CES team using AI, closing workflow gaps, prioritizing tooling and self-service in partnership with CGX, Product Areas and others
• Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) with an operating cadence that drives continuous improvement
• Own the project management (from vendor selection, compliance, project plan, rollout, adoption, measurement, etc.) of new tooling and experiments
• Partner on org design and development for CES including role clarity, in-person connection, career paths, and talent programs that support a high-performing, inclusive, and scalable organization

Qualifications:
• 8+ years in customer operations, support operations and/or product operations
• Proven track record building or scaling operations/enablement teams that support technical, customer-facing functions (Support, Sales Engineering, Technical Account Management, Professional Services) with measurable impact on efficiency, quality, and customer outcomes
• Strong program management skills: experienced in setting roadmaps, prioritizing across stakeholders, and driving complex cross-functional initiatives end-to-end
• Experience owning or heavily influencing technical enablement, product roadmaps and sprint planning
• Comfort working with data, tooling, and AI
• Excellent communication, cross-functional and change management skills; able to context-switch between frontline detail and executive-level narrative and get buy-in across multiple stakeholders
• A customer-first approach grounded in Plaid’s principles

Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at [email protected].

Please review our Candidate Privacy Notice here.