Senior Manager, Customer Operations & Trust

Scribd, Inc.; Dallas (TX); Hybrid; USD 83,000 - 134,000; Full time

Benefits offered by this job

Scribd Flex

Health coverage

Paid time off

Parental leave

Equity + 401(k)

Learning & development

Job summary

Scribd, Inc. is seeking a Senior Manager of Customer Operations to shape the reader/listener/creator support experience. You will lead day-to-day operations across outsourced and in-house teams, ensuring attentive, responsive service and cost-effective outcomes.

You’ll partner with Legal, Trust, and product to protect users and improve processes. You will drive staffing, training, and vendor performance while balancing cost and quality, and influence senior stakeholders with data-driven

Qualifications

• 8+ years in customer support or operations, 5+ years in people leadership.
• Experience leading outsourced/BPO relationships with accountability for results.
• Strong customer-focused mindset with data-driven decision making.
• Track record of building high-touch, customer-obsessed teams.
• Familiarity with trust & safety, content moderation, DMCA, or privacy.

Responsibilities

• Run day-to-day operating model across outsourced and in-house support.
• Own core support KPIs: CSAT, resolution time, quality, cost per contact.
• Build and coach a world-class, high-touch support team.
• Hire, develop, and empower the team; define structure and career paths.
• Manage BPO relationships and ensure vendor performance and cost control.
• Lead workforce planning and quarterly forecasting with analytics teams.
• Oversee reputation and reviews programs; drive operational improvements.

Skills

Customer operations leadership

People leadership

High-touch customer support

Outsourced/vendor management

KPIs and forecasting

Data analysis and reporting

Executive presence

Trust & safety familiarity

Tools

Zendesk

Google Sheets

Job description

Scribd, Inc. is seeking a Senior Manager of Customer Operations to shape the reader/listener/creator support experience. You will lead day-to-day operations across outsourced and in-house teams, ensuring attentive, responsive service and cost-effective outcomes.

You’ll partner with Legal, Trust, and product to protect users and improve processes. You will drive staffing, training, and vendor performance while balancing cost and quality, and influence senior stakeholders with data-driven