Senior Manager, Customer Operations
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