Senior Manager, Customer Operations

About this role

Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

CULTURE AT SCRIBD, INC.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved, open position within the organization.

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…