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Salary: USD 94,000 - 141,500 / annual
Scribd is seeking a Senior Manager of Customer Operations to lead and scale the customer support organization that serves millions of readers, listeners, and creators across its four products: Scribd, Slideshare, Everand, and Fable.
In this role, you will own the day-to-day operating model across both outsourced (BPO) and in-house support teams, translating company strategy into execution. You'll be accountable for core support KPIs including customer satisfaction, resolution time, quality, and cost per contact, setting team-level targets within broader operating goals.
Key responsibilities include:
- Running the day-to-day support operations across outsourced and in-house teams
- Owning and optimizing core support KPIs (CSAT, resolution time, quality, cost per contact)
- Building and developing a world-class support team with high-touch, responsive service standards
- Managing BPO vendor relationships, holding them accountable for performance and cost
- Leading workforce and capacity planning across teams, including quarterly forecasts and staffing recommendations
- Managing public reputation and reviews programs (Trustpilot, Better Business Bureau, app stores)
- Providing leadership on Trust & Compliance casework, including content moderation, DMCA, and privacy
- Partnering with Legal and Trust teams on sensitive or high-stakes escalations
- Collaborating with training and quality teams to maintain standards as products evolve
- Working with support tooling, automation/AI, and product teams to improve tools and processes
- Driving operational change and continuous improvement across the Customer Operations leadership team
You'll work closely with senior stakeholders in Legal, Product, and Engineering, and be expected to make fast, sound decisions on sensitive matters. The role requires a people-first leadership approach, with emphasis on hiring, developing, and empowering your team while shaping career paths and team structure.
Scribd operates under a flexible work model (Scribd Flex) with occasional in-person attendance required for collaboration and culture-building.
REQUIREMENTS:
- 8+ years in customer support or customer operations
- 5+ years in people leadership, managing both individual contributors and leads
- Track record of leading through others and hiring/developing leads who own specialized areas
- Experience building high-touch, customer-obsessed support teams with ability to tailor service to different customer needs
- Experience managing outsourced/BPO vendor relationships in growing support 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
- Comfort with data: 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)
