Senior Manager, Customer Operations
Core
Lead and scale the Customer Operations team to ensure high-quality, responsive support for millions of readers, listeners, and creators across Scribd's products, managing both in-house and outsourced (BPO) teams.
Role type
Senior Manager, Customer Operations
Builds
A world-class, high-touch support organization that delivers attentive service and protects the platform through trust & compliance.
Domain
Digital Content / Publishing / Customer Support
Required skills
People leadership (hiring, coaching, developing leads), BPO/vendor management, operational data analysis, workforce/capacity planning, trust & compliance (content moderation, DMCA, privacy), cross-functional influence, process improvement
Preferred skills
AI-enabled support tools, executive presence, building high-touch customer-obsessed teams
Technologies
Zendesk, Google Sheets
Responsibilities
Run the day-to-day operating model across outsourced and in-house support; Own core support KPIs (CSAT, resolution time, quality, cost); Build and develop a high-touch support team; Manage BPO relationships and vendor performance; Lead workforce and capacity planning; Manage public reputation and reviews; Provide leadership on Trust & Compliance casework; Partner with Legal and Trust teams on escalations; Collaborate with training and quality teams; Partner with tooling and product teams; Drive operational change and continuous improvement.