Senior Manager, Customer Operations

The role

You will lead and develop the team running day-to-day support operations across outsourced and in-house teams. You will be accountable for satisfaction, speed, quality, and cost outcomes while working with Trust and Compliance teams.

What you will do

• Run the day-to-day operating model across outsourced and in-house support
• Own core support KPIs including customer satisfaction, resolution time, quality, and cost per contact
• Hire, develop, and empower the team and shape team structure and career paths
• Manage BPO relationships and hold vendors accountable for performance and budget
• Lead workforce and capacity planning including quarterly forecasts
• Manage public reputation and reviews programs
• Provide leadership on Trust and Compliance casework including content moderation, DMCA, and privacy
• Partner with Legal and Trust teams on sensitive or high-stakes escalations
• Collaborate with internal training and quality teams
• Partner with support tooling, automation/AI, and product teams

Required qualifications

• 8+ years in customer support or customer operations
• 5+ years in people leadership, managing both individual contributors and leads
• Track record of leading through others
• Experience building a high-touch, customer-obsessed support team
• Experience managing outsourced/BPO vendor relationships
• Strong command of support KPIs (CSAT, resolution time, cost per contact, quality scores)
• Experience with contact center operations and forecasting
• Ability to build and analyze reports in a support platform like Zendesk
• Proficiency in spreadsheet tools like Google Sheets
• Executive presence and cross-functional influence

Nice to have

• Familiarity with AI-enabled support tools
• Familiarity with trust & safety, content moderation, DMCA, or privacy

Benefits

• 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

Before you apply

• Employees must have their primary residence in or near one of the listed cities in the US, Canada, or Mexico

About the company

Scribd, Inc. is on a mission to advance human understanding through products including Scribd, Slideshare, Everand, and Fable.