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 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.

When it comes to workplace structure, we believe in balancing individual flexibility and community connections.  It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection. For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location.

So what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to.  Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.

Overview:

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.

Responsibilities:

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 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.

At Scribd, 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 $136,000 [minimum salary in our lowest geographic market within California] to $220,000 [maximum salary in our highest geographic market within California].

In the United States, outside of California, the reasonably expected salary range is between $112,000 [minimum salary in our lowest US geographic market outside of California] to $209,000 [maximum salary in our highest US geographic market outside of California].

In Canada, the reasonably expected salary range is between $142,500 CAD[minimum salary in our lowest geographic market] to $181,500 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, Perks, and Wellbeing at Scribd Inc.

*Benefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work.

• Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees

• 12 weeks paid parental leave

• Short-term/long-term disability plans

• 401k/RSP matching

• Onboarding stipend for home office peripherals + accessories

• Learning & Development allowance

• Learning & Development programs

• Quarterly stipend for Wellness, WiFi, etc.

• Mental Health support & resources

• Free subscription to the Scribd Inc. suite of products

• Referral Bonuses

• Book Benefit

• Sabbaticals

• Company-wide events

• Team engagement budgets

• Vacation & Personal Days

• Paid Holidays (+ winter break)

• Flexible Sick Time

• Volunteer Day

• Company-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace.

• Access to AI Tools: We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation.

Want to learn more about life at Scribd? www.linkedin.com/company/scribd/life

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 [email protected] about the need for adjustments at any point in the interview process.

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.