Customer Operations Leader

We believe that the way people interact with their finances will drastically improve in the next few years. Were 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. Plaids network covers 12000 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 Operations team sits at the center of how we scale world-class customer experiences at Plaid. As the Customer Operations Leader youll own the strategy and execution of all global ops initiatives in a director level role leading a team across product operations customer experience engineering technical enablement and org development.

As Customer Operations Leader youll focus on scaling operations and enablement across the full customer lifecycle for our Customer Engineering organization including Support Technical Account Management Sales Engineering and Professional Services. Youll be responsible for building our VoC programs as a strategic lever to drive insights from our frontline teams into product improvements and adoption strategies. You will build tooling and programs with measurable outcomes that remove friction for customers and empower our customers to serve themselves.

Responsibilities

• Hire develop and lead a high-performing Customer Ops team across Product Operations Customer Experience Engineering and Technical Enablement

• Own operations strategy and execution across the full customer lifecycle for Support Technical Account Management Sales Engineering and Professional Services

• Build VoC programs that turn frontline insights into product improvements and adoption strategies

• Partner with GTM Product and Product Marketing on product feedback loop launch readiness and enablement

• Build self-service tooling and programs with measurable outcomes that reduce customer friction

• Own technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customers

• Establish and monitor key customer ops metrics and source-of-truth data to ensure accountability and growth

Qualifications

• 8 years in customer operations support operations and/or product operations in a leadership role

• Track record building VoC self-service or knowledge management programs at scale

• Hands-on experience leveraging automation tooling and AI to scale support operations and reduce manual effort

• Strong program management skills across complex cross-functional initiatives

• Excellent communication and change management skills comfortable going from frontline detail to exec narrative

• Experience partnering with GTM Product and PMM teams in a fast-paced technical environment

• A customer-first approach grounded in Plaids 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 doesnt 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

Please review our Candidate Privacy Notice here.

Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan including medical dental vision and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position candidates work experience and skillset and location. Pay and benefits are subject to change at any time consistent with the terms of any applicable compensation or benefit plans.

Required Experience:

Manager