About The Team and Role:Customer Operations is the backbone of trust and reliability for readers, listeners, and creators across our products. We make sure every support interaction is handled with quality, consistency, and care, and we tailor how we support each of our customers.
As Senior Manager of Customer Operations, you'll shape the experience of millions of readers, listeners, and creators, especially in the moments when something goes wrong. You'll lead and develop the team that runs our day-to-day support operations across outsourced and in-house teams, so every customer gets support that is attentive, responsive, and tailored to what they need. You'll be accountable for the satisfaction, speed, quality, and cost outcomes that tell us how we're doing. You'll also work with our Trust & Compliance teams to help protect our platform and community and meet our legal and regulatory obligations.
About You:You've helped build or scale a customer support organization before, and you know the fundamentals: how to balance cost and quality, how to manage outsourced/BPO relationships without losing visibility into the customer experience, and how to turn operational data into decisions. You lead through your team, not around them, and you're comfortable being accountable for outcomes you don't personally execute. You're also someone senior stakeholders like Legal, Product and Engineering trust to make a fast, sound call when something is sensitive or high-stakes.
What You'll Do:- Run the day-to-day operating model across outsourced (BPO) and in-house support, translating company strategy into how the team executes
- Own core support KPIs (customer satisfaction, resolution time, quality, and cost per contact), setting team-level targets within broader operating goals
- Help build a world-class team that delivers high-touch, highly responsive support: set the service standard, hire and coach to it, and hold it consistently as the business grows
- Lead with a people-first approach: hire, develop, and empower the team, and shape team structure and career paths, so the team stays healthy and delivers great customer experiences
- Manage our BPO relationships, holding vendors accountable for performance standards and keeping cost and capacity on track against budget
- Lead workforce and capacity planning across in-house and BPO teams, including quarterly forecasts and staffing recommendations, working with data and analytics teams to turn operational data into decisions
- Manage our public reputation and reviews program (such as Trustpilot, Better Business Bureau, and app stores), turning customer sentiment into operational improvement
- Provide leadership on Trust & Compliance casework, including content moderation, DMCA, and privacy, guiding specialists and helping protect our platform and community while meeting our legal and regulatory obligations
- Partner with Legal and Trust teams to make sound, timely decisions on sensitive or high-stakes escalations, escalating to senior leadership when needed
- Collaborate with internal training and quality teams to keep standards, coaching, and agent readiness sharp as products and policies evolve
- Partner closely with the teams that own support tooling, automation/AI, and product to turn customer feedback into better tools and product decisions, and keep bug triage and escalation handoffs running smoothly
- Drive operational change and continuous improvement alongside the Customer Operations leadership team, introducing new tools, processes, and ways of working that make support better for customers and for the team
What You Have:- 8+ years in customer support or customer operations, including 5+ years in people leadership, managing both individual contributors and the leads who run a function
- Track record of leading through others: hiring and developing leads who each own a specialized area and are accountable for results
- Experience building a high-touch, customer-obsessed support team, with the judgment to tailor service to what different customers need
- Experience managing outsourced/BPO vendor relationships in a growing support organization, including performance management and cost accountability
- Strong command of support KPIs and the levers that move them (CSAT, resolution time, cost per contact, quality scores), plus experience with contact center operations and forecasting
- Comfort with data: able to build and analyze reports in a support platform like Zendesk, and work fluently in spreadsheet tools like Google Sheets
- A builder's mindset, energized by designing and improving processes rather than just maintaining them
- Familiarity with AI-enabled support tools and comfort introducing them to enhance team efficiency and improve customers' experiences
- Executive presence and cross-functional influence, comfortable representing customer operations to senior leadership and peer functions
- Familiarity with trust & safety, content moderation, DMCA, or privacy, or the ability to build fluency quickly in a regulated, high-stakes domain
At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.
In the state of California, the reasonably expected salary range is between $94,000 [minimum salary in our lowest geographic market within California] to $141,500 [maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $83,000 [minimum salary in our lowest US geographic market outside of California] to $134,000 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $99,000 CAD[minimum salary in our lowest geographic market] to $126,500 CAD[maximum salary in our highest geographic market].
We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.
Working at Scribd, Inc.Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their
primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:
United States: Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.
Canada: Ottawa | Toronto | Vancouver
Mexico: Mexico City
Benefits at Scribd, Inc.- Scribd Flex (flexible work model)
- Comprehensive health, dental, and vision coverage
- Mental health support and disability coverage
- Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
- Paid parental leave and family support benefits
- Retirement matching and employee equity
- Learning and development programs and professional growth opportunities
- Wellness and home office stipends
- Complimentary access to the Scribd, Inc. suite of products
- Enterprise access to leading AI tools
