Customer Operations Leader

Remote

Responsibilities

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

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 Our mission at Plaid is to unlock financial freedom for everyone.

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 and skillset, and location. Pay and
benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We believe that the way people interact with their finances will drastically improve in the next few years.
We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products.
Plaid powers the tools millions of people rely on to live a healthier financial life.
We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use.
Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe.
Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.
The Customer Operations team sits at the center of how we scale world-class customer experiences at Plaid.
As the Customer Operations Leader, you'll own the strategy and execution of all global ops initiatives in a director level role — leading a team across product operations, customer
experience engineering, technical enablement, and org development.
As Customer Operations Leader, you'll focus on scaling operations and enablement across the full customer lifecycle for our Customer Engineering organization, including Support, Technical Account Management, Sales Engineering and Professional Services.