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
G oals, achieve
R esults within their job responsibilities, contribute
I nnovative ideas and solutions, and positively influence the broader
T eam through collaboration and attitude.
OverviewWe'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.
ResponsibilitiesStrategy, 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, dashbo