Senior Manager, Global Customer Operations & Trust

Scribd, Inc.; San Francisco, Austin, Boston, Chicago (CA, TX, MA, IL); Hybrid; USD 94,000 - 142,000; Full time

Benefits offered by this job

Scribd Flex (flexible work model)

Comprehensive health coverage

Paid time off & sabbaticals

Parental leave & family support

Equity & retirement matching

Learning & development

Job summary

Scribd, Inc. is seeking a Senior Manager of Customer Operations to lead day-to-day support across both outsourced and in-house teams.

You’ll own key performance indicators, develop a world-class, high-touch support function, and balance cost with quality while safeguarding trust and compliance across our platform. You will partner with Legal, Product, and Engineering to drive improvements, mentor managers and leads, and shape team structure and career paths to sustain excellent customer

Qualifications

• 8+ years in customer support or customer operations, including 5+ years in people leadership.
• Experience building and leading high-touch, customer-obsessed support teams.

Responsibilities

• Run day-to-day operating model across outsourced and in-house support.
• Own core support KPIs and set team targets.
• Build a world-class high-touch support team and culture.
• Lead with a people-first approach and develop team structure and careers.
• Manage BPO relationships and ensure performance and cost control.
• Workforce planning with data and analytics teams for forecasts.
• Oversee reputation and reviews program (Trustpilot, BBB, app stores).
• Provide leadership on Trust & Compliance casework (content moderation, DMCA, privacy).
• Collaborate with Legal/Trust and product teams on escalations and tool decisions.
• Drive continuous improvement with leadership to adopt new tools and processes.

Skills

Customer ops leadership

KPI management

Vendor management

Forecasting

Data analysis

Cross-functional influence

Trust & compliance

Zendesk / data tools

Tools

Zendesk

Google Sheets

Job description

Scribd, Inc. is seeking a Senior Manager of Customer Operations to lead day-to-day support across both outsourced and in-house teams.

You’ll own key performance indicators, develop a world-class, high-touch support function, and balance cost with quality while safeguarding trust and compliance across our platform. You will partner with Legal, Product, and Engineering to drive improvements, mentor managers and leads, and shape team structure and career paths to sustain excellent customer