Senior Director, Customer Operations

About the role

Scribd, Inc. is seeking a Senior Director of Customer Operations to lead a company‑wide transformation of its customer care function across four distinct brands. This builder role will shape a unified operating model while preserving each brand’s unique customer experience.

Key responsibilities

• Define and own the long‑term vision and strategy for Customer Operations across Scribd, Slideshare, Everand, and Fable.
• Architect a unified, multi‑brand operating model that supports diverse customer needs.
• Lead a technology‑first reinvention, including migration to an AI‑first model.
• Translate corporate objectives into measurable operational outcomes.
• Build and develop a high‑performing leadership bench.
• Scale operational reach while deepening human connection with audiences.

Required profile

• Proven experience leading large‑scale transformation of customer operations in a technology‑driven environment.
• Demonstrated success implementing AI‑first customer engagement models.
• Strong strategic thinking with the ability to balance brand differentiation and operational efficiency.
• Experience managing multi‑brand portfolios and cross‑functional teams.

Required skills

What we offer

• Opportunity to shape the future of customer experience for a global, multi‑brand company.
• Flexible workstyle with occasional in‑person collaboration.