Senior Director, Consumer Operations

Varsity Tutors, a Nerdy Company; Detroit (MI); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Director of Consumer Operations to lead customer retention and engagement strategies. This role requires a strategic operator with a strong technical background in data analysis and operational strategy. The ideal candidate will thrive in a fast-paced environment, driving innovative solutions to enhance customer experiences and optimize lifetime value. You will collaborate with cross-functional teams, lead multi-disciplinary efforts, and utilize emerging AI technologies to prototype tools that improve efficiency. This is a unique opportunity to make a significant impact on a leading platform in live online learning.

Benefits

Competitive Salary and Equity

Healthcare Plans

401k Company Matching Plan

Flexible PTO

Free Learning Membership

Qualifications

• 10+ years of leadership experience in customer success and retention.
• Strong analytical skills with proficiency in SQL, Python, or R.

Responsibilities

• Develop strategies to improve customer lifetime value and reduce churn.
• Lead automation and AI-driven innovations in customer operations.

Skills

Data Analysis

Operational Strategy

Customer Retention

Leadership

AI Technologies

P&L Management

Two-Sided Marketplaces

Education

Bachelor's in Computer Science

MBA or equivalent experience

Tools

SQL

Python

R

CRM Platforms

Job description

Nerdy is seeking a Senior Director, Consumer Operations to lead and optimize our customer retention, re-engagement, and support functions across our two-sided marketplace. This leader will oversee the full customer lifecycle, with a focus on maximizing engagement, reducing churn, and driving long-term customer lifetime value.

This role requires a strategic operator with a strong technical and analytical foundation, ideally with a background in computer science, data science, engineering, or a related quantitative field. The ideal candidate combines organizational leadership with the ability to personally build, analyze, and improve operational and strategic models. They should be confident accessing and analyzing data to answer complex operational questions, and comfortable experimenting with emerging AI technologies to prototype tools and processes that enhance fulfillment and customer retention.

This person thrives in a high-growth, fast-paced environment and is equally comfortable in deep operational execution, cross-functional collaboration, and C-suite-level strategic discussions. They must demonstrate success leading multi-disciplinary teams across Product, Marketing, and Operations, and have a track record of deploying scalable solutions that increase engagement and drive LTV expansion.

About Nerdy:

Nerdy (NYSE: NRDY) 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. Their proprietary platform leverages AI to personalize the experience for Learners of all ages —from kindergarten to professional—in academic, test prep, enrichment, and certification subjects. 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. Learn more about Nerdy at https://www.nerdy.com/.

Responsibilities:

Marketplace Retention & Engagement Strategy

• Develop and drive a comprehensive retention and re-engagement strategy to improve customer LTV and reduce churn.
• Build and iterate lifecycle strategies across onboarding, activation, engagement, and win-back touchpoints.
• Partner with cross-functional leaders (Product, Marketing, RevOps) to align retention initiatives with product roadmap and customer journey improvements.

Technology-Enabled Customer Operations

• Lead automation and AI-driven innovation across support and re-engagement functions to drive efficiency and improved CX.
• Collaborate with Data Science and Engineering to enhance churn prediction, early warning systems, and intelligent routing.
• Personally prototype or guide the development of internal tools using emerging technologies to reduce manual effort and increase operational leverage.

Customer Lifecycle Optimization

• Use data to deeply understand customer behavior and design segmented strategies for engagement, upsell, and retention.
• Continuously improve targeting, messaging, and incentive strategies to extend customer relationships and drive reactivation.
• Align operational investments with high-impact customer cohorts to improve margin while enhancing CX.

Leadership & Business Impact

• Operate as a trusted advisor to senior executives, providing analytical insights and strategic plans backed by hands-on modeling and experimentation.
• Own the Consumer Operations P&L; drive resource allocation and prioritization decisions based on ROI and customer impact.
• Lead, coach, and develop senior managers; create succession plans and build a high-performance team culture.
• Maintain focus on Nerdy’s mission to improve learning outcomes while balancing scale, automation, and humanity in the customer experience.

Minimum Requirements:

• Bachelor’s degree in Computer Science, Engineering, Data Science, or a related quantitative field. MBA or equivalent experience a plus.
• 10+ years of leadership experience across customer success, retention, support ops, or marketplace strategy in a tech-forward environment.
• Demonstrated ability to personally analyze data, build models, and uncover actionable insights using tools like SQL, Python, R, or similar.
• Deep expertise in two-sided marketplaces, including supply/demand optimization and user lifecycle management.
• Proven track record of P&L ownership, with a focus on LTV optimization and cost-efficient customer operations.
• Strong product intuition and history of successful collaboration with Product & Engineering teams.
• Experience with AI/ML-powered tools (e.g., predictive analytics, chatbots, recommendation engines) in customer support or engagement.
• Demonstrated ability to develop and execute re-engagement, win-back, and retention strategies at scale.
• Comfortable engaging executive teams and Boards with data-driven insights and strategic planning.

Preferred:

• Experience leading high-volume, consumer-facing operations with a strong automation and fulfillment lens.
• Background in designing and implementing AI-based tools for personalization, support, or operational efficiency.
• Familiarity with CRM, segmentation, and lifecycle marketing platforms.
• Clear record of mentoring and developing senior leaders in a high-growth, tech-enabled environment.

Benefits:

• Competitive Salary and Equity (Restricted Stock Units) 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)

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.