Customer Operations Leader

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.The Customer Operations team sits at the center of how we scale world-class customer experiences at Plaid. As the Customer Operations Leader, you'll own the strategy and execution of all global ops initiatives in a director level role — leading a team across product operations, customer experience engineering, technical enablement, and org development.As Customer Operations Leader, you'll focus on scaling operations and enablement across the full customer lifecycle for our Customer Engineering organization, including Support, Technical Account Management, Sales Engineering and Professional Services. You'll be responsible for building our VoC programs as a strategic lever to drive insights from our frontline teams into product improvements and adoption strategies. You will build tooling and programs with measurable outcomes that remove friction for customers and empower our customers to serve themselves.ResponsibilitiesHire, develop, and lead a high-performing Customer Ops team across Product Operations, Customer Experience Engineering and Technical EnablementOwn operations strategy and execution across the full customer lifecycle for Support, Technical Account Management, Sales Engineering and Professional ServicesBuild VoC programs that turn frontline insights into product improvements and adoption strategiesPartner with GTM, Product, and Product Marketing on product feedback loop, launch readiness and enablementBuild self-service tooling and programs with measurable outcomes that reduce customer frictionOwn technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customersEstablish and monitor key customer ops metrics and source-of-truth data to ensure accountability and growthQualifications8+ years in customer operations, support operations and/or product operations in a leadership roleTrack record building VoC, self-service, or knowledge management programs at scale Hands-on experience leveraging automation, tooling, and AI to scale support operations and reduce manual effortStrong program management skills across complex, cross-functional initiativesExcellent communication and change management skills — comfortable going from frontline detail to exec narrativeExperience partnering with GTM, Product, and PMM teams in a fast-paced, technical environmentA customer-first approach grounded in Plaid's principlesOur mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at View email address on click.appcast.io review our Candidate Privacy Notice here.Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.Compensation Range: $127,680 - $214,800LocationNew York City Office; Raleigh Office; San Francisco HQ; Seattle OfficeAddress85 Spring Street, 10th Floor, New York, New York, 10012Employment TypeFull timeLocation TypeHybridDepartmentAll DepartmentsProduct Support - Prof ServicesCompensation$127,680 – $214,800 • Offers EquityThe target base salary for this position ranges from $127,680/year to $214,800/year encompassing all Zones. The target base salary will vary based on the job's location.Our geographic zones are as follows:Zone 1 - San Francisco / New York City / SeattleZone 2 - Los Angeles / Washington DC / Austin / Boston / Sacramento / San DiegoZone 3 - Atlanta / Portland / Chicago / Philadelphia / Denver / Miami / Dallas / RaleighZone 4 - All other US citiesThe base salary range listed for this full-time position excludes commission (if applicable), equity and benefits. The pay range shown on each job posting is the minimum and maximum target for new-hire salaries. Actual pay may be higher or lower depending on factors like skills, experience, and relevant education or training.