Customer Operations Leader

Responsibilities

• Hire, develop, and lead a high-performing Customer Ops team across Product Operations, Customer Experience Engineering and Technical Enablement
• Own operations strategy and execution across the full customer lifecycle for Support, Technical Account Management, Sales Engineering and Professional Services
• Build VoC programs that turn frontline insights into product improvements and adoption strategies
• Partner with GTM, Product, and Product Marketing on product feedback loop, launch readiness and enablement
• Build self-service tooling and programs with measurable outcomes that reduce customer friction
• Own technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customers
• Establish and monitor key customer ops metrics and source-of-truth data to ensure accountability and growth

Qualifications

• 8+ years in customer operations, support operations and/or product operations in a leadership role
• Track record building VoC, self-service, or knowledge management programs at scale
• Hands-on experience leveraging automation, tooling, and AI to scale support operations and reduce manual effort
• Strong program management skills across complex, cross-functional initiatives
• Excellent communication and change management skills — comfortable going from frontline detail to exec narrative
• Experience partnering with GTM, Product, and PMM teams in a fast-paced, technical environment
• A customer-first approach grounded in Plaid's principles