About The Team and Role:Customer Operations is the backbone of trust and reliability for readers, listeners, and creators across our products. Our team makes sure every support interaction, whether with a paying subscriber or a creator publishing on our platform, is handled with quality, consistency, and care. We also help keep the platform and its community safe, including handling sensitive content and legal or policy-related requests.
As Senior Training & Quality Assurance Strategist, you'll build the training and quality program that helps every customer get consistently great support, whether from our internal teams or our outsourced partners. You'll design the curriculum, quality rubrics, and calibration process that turn quality from something we measure after the fact into something we build in from the start. This is a foundational role: you'll shape what great support looks like across Customer Operations and build a program that can scale with us. You'll also use what quality and training reveal to influence how we work, helping teams find better, smarter ways to get things done. You'll lead through influence, partnering closely with the leaders who manage the people doing the work.
About You:You're a builder who can connect the pieces we have today into one structured, proactive program, and you know the difference between a training program that looks good on paper and one that actually changes performance. You take initiative without waiting for direction and stay comfortable with ambiguity, including in a remote environment. You can get buy-in and drive real change across teams you don't manage, through credibility and relationships, not a reporting line. That means carrying yourself with confidence in front of leaders, challenging a decision respectfully, and bringing people along. You think in systems: you don't just fix the immediate error, you look for what let it happen in the first place.
What You'll Do:- Design the training curriculum, quality rubrics, and calibration process that set one clear standard of excellence for Customer Operations, so quality is built in from the start instead of checked after the fact
- Own the agent knowledge base and training program, keeping them accurate and current as our products and policies change, so agents have the right answer when they need it
- Find the skill gaps holding teams back using QA data, interaction insights and leader feedback, and design onboarding and training that closes them
- Prove that training works by measuring its effect on real performance, not just completion, and report the results to leadership
- Audit workflows and run root-cause analysis to separate process problems from individual performance, so we fix the cause and not the symptom
- Influence how we work: turn what QA and training reveal into workflow and process improvements, and work with leaders to put them in place so teams work better and smarter
- Run calibration sessions with leaders so grading is consistent, and equip them with the tools to coach their own teams
- Use AI-enabled tools to review more interactions and build training faster, so every agent gets timely, consistent feedback and leaders see quality trends sooner
- Stay close to our Help Center and customer-facing content so agents are trained on what customers actually see, and flag gaps back to the team that owns it
- Work with our Trust & Compliance teams so training and workflows reflect compliance requirements and sensitive cases are handled consistently
- Own an ongoing, company-wide customer advocacy training program, a "day in the life" of Customer Operations, so everyone understands our customers' experiences
What You Have:- 4+ years in training, quality assurance, learning and development, or a related operations function, ideally in customer support or a contact center.
- A builder's mindset: experience building training curriculum and quality standards, not just administering an existing program
- Experience designing and facilitating training for adult learners
- Experience designing programs that work across multiple delivery models, such as internal teams and outsourced partners
- Experience managing a knowledge base and learning management system
- Experience with both human-led QA audits and automated, AI-enabled QA, and the judgment to know when each fits
- Strong data fluency, comfortable using QA and performance data to identify gaps and measure real impact
- Experience with root-cause analysis, distinguishing systemic or process issues from individual performance issues
- A track record of improving workflows and processes, not just training people to follow them
- Clear, concise writing and communication, from training materials to leader-ready reporting
- Proven ability to influence and align leaders without formal authority, including building agreement on a single quality standard across different perspectives and applying it consistently
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 $85,000 [minimum salary in our lowest geographic market within California] to $115,000 [maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $70,500 [minimum salary in our lowest US geographic market outside of California] to $110,000 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $90,000 CAD[minimum salary in our lowest geographic market] to $102,000 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
