Director, AI-Driven User Operations (Remote)

NerdWallet; Canada; Remote; CAD 120,000 - 160,000; Full time

Job summary

A leading financial technology company is seeking a Director of User Operations to transform customer support using AI and automation. This remote position requires over 8 years in customer operations, including leading large teams. The ideal candidate will enhance customer satisfaction through innovative support strategies. Comprehensive well-being perks and a flexible work environment are offered, embracing a remote-first philosophy.

Benefits

Monthly Healthcare Stipend

Paid sabbatical

Wellness Stipend

Qualifications

• 8+ years in customer operations or related functions, preferably in financial services.
• 3+ years leading multi-layered teams (10+ members).
• Deep knowledge of customer service technologies and integrations.

Responsibilities

• Lead the transformation of NerdWallet’s customer support through AI.
• Drive AI-powered customer service strategy and design intelligent journeys.
• Champion technical innovation in customer service and balance automation with human expertise.

Skills

Customer operations

AI and automation initiatives

Process improvement

Leadership of large teams

Customer service technologies

Analytics and visualization

Tools

CRM systems

Zendesk

Salesforce

Job description

A leading financial technology company is seeking a Director of User Operations to transform customer support using AI and automation. This remote position requires over 8 years in customer operations, including leading large teams. The ideal candidate will enhance customer satisfaction through innovative support strategies. Comprehensive well-being perks and a flexible work environment are offered, embracing a remote-first philosophy.