Senior Director, Customer Operations

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

Were 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. Youll 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. Youll 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 products 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 companys 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 organizations 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. Were 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.

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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 $180000 minimum salary in our lowest geographic market within California to $240000 maximum salary in our highest geographic market within California.

In the United States outside of California the reasonably expected salary range is between $171000 minimum salary in our lowest US geographic market outside of California to $228000 maximum salary in our highest US geographic market outside of California.

In Canada the reasonably expected salary range is between $160000 CADminimum salary in our lowest geographic market to $213000 CADmaximum 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 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.
Life at Scribd Inc.

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 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.

Required Experience:

Exec