Director, Consumer Business Operations

Varsity Tutors, a Nerdy Company; Pittsburgh (Allegheny County); Remote; USD 90,000 - 150,000; Full time

Job summary

An innovative company is seeking a Director of Consumer Business Operations to lead the evolution of customer support functions. This role is pivotal in driving operational excellence, enhancing AI-driven automation, and improving workflows for a seamless customer experience. The ideal candidate will excel in data analysis and operational strategy, bridging high-level thinking with hands-on execution. Join a mission-driven team that is transforming learning through technology, where your leadership will directly impact customer retention and service quality.

Benefits

Competitive Salary plus Equity

Healthcare Plans

401k Company Matching

Flexible PTO

Free Learning Membership

Qualifications

• 8-10+ years in customer operations, ideally in tech-enabled environments.
• Hands-on experience analyzing data and diagnosing issues.

Responsibilities

• Define support operations roadmap balancing AI automation with high-quality service.
• Own operational KPIs including customer survival and CSAT.

Skills

Data Analysis

Operational Excellence

AI Prototyping

Customer Support Leadership

Process Improvement

Education

Bachelor's degree in Computer Science or related field

MBA or similar advanced degree

Tools

SQL

Excel

Looker

Job description

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Nerdy is seeking a Director, Consumer Business Operations to lead the strategic evolution of our high-volume Customer and Tutor Support functions. This leader will drive operational excellence, scale AI-powered automation, and improve workflows to deliver seamless, high-quality experiences across our two-sided marketplace. This role plays a critical part in improving customer survival rates, reducing churn, and enhancing cost-to-serve efficiency while maintaining world-class support quality.

We are seeking a technically fluent, analytically rigorous leader—someone who not only excels at running scaled support operations, but who can independently dive into data, develop operational models, and collaborate with Product and Engineering to prototype AI and automation solutions. The ideal candidate has experience working in data-rich, tech-forward environments, is comfortable navigating ambiguity, and can bridge high-level strategic thinking with hands-on execution.

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company's purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Nerdy is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com/.

Nerdy's shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building:

• Q4-2024 Shareholder Letter
• Q3-2024 Shareholder Letter
• Q2-2024 Shareholder Letter

Why this role matters:

This is a pivotal moment at Nerdy: we're doubling down on AI as a catalyst for Human Interaction (AI for HI). Our newest AI-driven initiatives—including real-time Tutor Copilot, session summarization engines, predictive churn analytics, and agent-based customer lifecycle optimization—are transforming how we scale impactful learning experiences. The Director will play a key leadership role in integrating and operationalizing these AI innovations to unlock smarter, faster, and more personalized customer experiences.

Qualifications:

• Required:
• Bachelor's degree in Computer Science, Engineering, Information Systems, Business Analytics, or a related technical/quantitative field. Advanced degree (MBA or similar) preferred.
• 8–10+ years of experience in customer operations, support, or fulfillment, ideally in high-volume, tech-enabled environments.
• Hands-on experience accessing and analyzing data with tools like SQL, Excel, Looker, or similar. Able to independently diagnose issues and uncover operational trends.
• Demonstrated ability to prototype or partner in building AI-driven tools, including chatbots, routing logic, and automation pipelines.
• Experience leading customer support teams (50+ people) across chat, email, SMS, and/or escalation workflows.
• Proven ability to manage cost-to-serve while maintaining high CSAT and operational KPIs.
• Strong process improvement and change management skills with a bias toward simplification and scale.
• Clear, concise communicator with strong stakeholder management and cross-functional leadership experience.

Preferred:

• Familiarity with AI automation technologies such as natural language processing (NLP), intelligent routing, and predictive analytics.
• Experience in two-sided marketplaces or consumer SaaS environments.
• Background in workforce management, contact forecasting, or support analytics modeling.

Responsibilities:

Strategic & Operational Leadership

• Define the support operations roadmap, balancing AI-driven automation with high-touch, high-quality service.
• Drive execution of strategies aligned to customer retention and LTV growth goals.
• Partner cross-functionally with Product, Engineering, and Data Science to enhance support infrastructure, tools, and logic.

AI & Automation Enablement

• Lead implementation and continuous improvement of chatbots, intelligent routing, and self-service features.
• Use data to prototype, test, and iterate on automations that reduce Tier 1 volume and increase CX consistency.

Performance & Cost Management

• Own key operational KPIs including customer survival, CSAT, resolution time, and contact deflection.
• Manage the support operations P&L, focusing on long-term scalability, quality, and efficiency.
• Build workforce planning models and scenario-based forecasts to improve predictability and resourcing accuracy.

Retention & Customer Impact

• Serve as a critical feedback loop between support operations and product/customer success teams to resolve root causes of churn.
• Implement early warning systems to detect and address emerging customer experience risks.

People Leadership

• Manage a team of 3–5 L6 leaders and oversee a department of ~60–80 employees.
• Coach and develop emerging leaders; foster a culture of continuous improvement and customer obsession.

Leadership & Culture Expectations

You will embody and promote Nerdy's leadership principles:

• Goes Deep: You personally engage with metrics, audits, and data, ensuring you understand the "why" behind performance variances.
• Delivers Results: You move from strategy to execution quickly, ensuring timelines and quality stay high—even in ambiguity.
• Bias for Action: You experiment, prototype, and adjust quickly. You make the call when the path isn't fully clear.
• Builds Teams: You prioritize talent development, succession planning, and cross-functional collaboration.
• Builds Trust & Communicates Openly: You lead with transparency, humility, and clarity.
• Thinks Big & Innovates: You challenge the status quo, bring fresh ideas, and embrace emerging technologies.
• Is Apolitical: You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

Benefits:

• Competitive Salary plus Equity in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan (no vesting period)
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.