Senior Director, Customer Operations (Vancouver)

Overview

We are looking for a Senior Director of Customer Operations to lead the complete transformation of our customer care function across Scribd’s four brands: Everand, Scribd, Slideshare, and Fable. This builder role requires a seasoned leader with experience in technology‑first reinvention, AI‑first models, and multi‑brand operations.

Responsibilities

• Define and own the long‑term vision and strategy for Customer Operations across all Scribd products, aligned with company priorities and growth objectives.
• Architect a unified operating model that accommodates the distinct customer profiles and care requirements of each brand, while preserving what makes each one unique.
• Translate company goals into clear annual and quarterly operating plans, success metrics, and priorities for the Customer Operations organization.
• Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance r...