The Customer Operations team sits at the center of how we scale world-class customer experiences at Plaid. As the Customer Operations Leader, you'll own the strategy and execution of all global ops initiatives in a director level role - leading a team across product operations, customer experience engineering, technical enablement, and org development.
This is a high-impact role for someone who thrives at the intersection of people, process, and technology. You don't need to have done everything here - but you should be exceptional at what matters most to us right now.
What we're looking for most:
- Scaling ops and enablement across the full customer lifecycle - You've built or scaled operations and enablement programs that support technical, customer-facing teams beyond Support (think Technical Account Managers, Sales Engineers, Professional Services). You know what "good" looks like end-to-end and can close the gaps.
- Voice of Customer as a strategic lever - You've run VoC programs that go beyond reporting. You know how to synthesize data and insight from frontline teams and customer interactions into product improvements and adoption strategies that actually land.
- AI, tooling and efficiency - You have proven success building with AI and using tooling to drive measurable efficiency for Plaids while also removing friction for customers and empowering our customers to serve themselves.
You'll also
- Hire, develop, and lead a high-performing CES Ops team with clear goals and operating cadence
- Own technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customers
- Partner with GTM, Product, and PMM on product feedback loop, launch readiness and enablement
- Establish and monitor key customer ops metrics to ensure accountability and growth
- Partner on org design, career pathing, culture and talent programs for the Customer Engineering and Support (CES) team.
Qualifications- 8+ years in customer operations, support operations and/or product operations in a leadership role
- Strong program management skills across complex, cross-functional initiatives
- Excellent communication and change management skills - comfortable going from frontline detail to exec narrative
- A customer-first approach grounded in Plaid's principles
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
