SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 83,000 - 141,500 / annual
Scribd, Inc. is seeking a Senior Manager of Customer Operations to lead the backbone of trust and reliability across its four products: Scribd, Slideshare, Everand, and Fable. In this role, you will shape the support experience for millions of readers, listeners, and creators globally, particularly in critical moments when issues arise.
You will lead and develop both outsourced (BPO) and in-house support teams, ensuring every customer receives attentive, responsive, and tailored support. You'll be accountable for satisfaction, speed, quality, and cost outcomes, and will partner with Trust & Compliance teams to protect the platform and meet legal and regulatory obligations.
Key responsibilities include:
- Running the day-to-day operating model across outsourced and in-house support, translating company strategy into team execution
- Owning core support KPIs (CSAT, resolution time, quality, cost per contact) and setting team-level targets
- Building a world-class team with high-touch, responsive support; setting service standards and coaching consistently
- Managing BPO vendor relationships, holding them accountable for performance and budget
- Leading workforce and capacity planning across teams, including quarterly forecasts and staffing recommendations
- Managing public reputation and reviews programs (Trustpilot, BBB, app stores), turning sentiment into operational improvement
- Providing leadership on Trust & Compliance casework, including content moderation, DMCA, and privacy
- Partnering with Legal and Trust teams on sensitive escalations
- Collaborating with training, quality, support tooling, and product teams to drive continuous improvement
- Driving operational change and introducing new tools, processes, and ways of working
Scribd, Inc. operates under a "GRIT" framework: setting and achieving Goals, delivering Results, contributing Innovative ideas, and strengthening the Team through collaboration. The company offers Scribd Flex, a flexible work model balancing individual flexibility with intentional in-person moments. Occasional in-person attendance is required for all employees.
Requirements:
- 8+ years in customer support or customer operations
- 5+ years in people leadership, managing both individual contributors and leads
- Track record of hiring and developing leads who own specialized areas and are accountable for results
- Experience building high-touch, customer-obsessed support teams with judgment to tailor service
- Experience managing outsourced/BPO vendor relationships in growing organizations, including performance management and cost accountability
- Strong command of support KPIs (CSAT, resolution time, cost per contact, quality scores) and contact center operations/forecasting
- Ability to build and analyze reports in support platforms like Zendesk and work fluently in spreadsheet tools like Google Sheets
- Builder's mindset, energized by designing and improving processes
- Familiarity with AI-enabled support tools and comfort introducing them
- Executive presence and cross-functional influence
- Familiarity with trust & safety, content moderation, DMCA, or privacy (or ability to build fluency quickly)
