Customer Operations Leader

📋 Description

• Hire and lead a high-performing Customer Ops team across Product Ops and Enablement
• Own ops strategy across the full customer lifecycle for Support, TAM, and Pro Services
• Build VoC programs turning frontline insights into product improvements
• Partner with GTM, Product, and PMM on feedback loop and enablement
• Build self-service tooling and programs with measurable outcomes
• Own technical documentation and knowledge programs to improve self-service
• Establish and monitor key customer ops metrics and data sources

🎯 Requirements

• 8+ years leading customer ops, support ops or product ops
• Track record building VoC, self-service, or knowledge management at scale
• Hands-on automation, tooling, and AI to scale support ops
• Strong program management across complex cross-functional initiatives
• Excellent communication and change management from frontline to exec
• Experience partnering with GTM, Product, and PMM in fast-paced tech
• Customer-first approach grounded in Plaid's principles

🎁 Benefits

• Equity and/or commission dependent on role
• Medical, dental, vision, and 401(k) benefits
• Pay and benefits subject to change at any time