Scribd
Senior Manager, Customer Operations
San Francisco · Senior · Contract
Sponsorship not specifiedDetected 9 days ago
ForecastingPerformance ManagementCustomer SupportZendeskLeadershipCollaborationMentoring
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odds of building a lasting career here
40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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Files H-1B transfers
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About the role
- So what are we looking for in new team members?
- At Scribd, Inc., we hire for "GRIT." Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee.
Responsibilities
- Run the day-to-day operating model across outsourced (BPO) and in-house support, translating company strategy into how the team executes
- Own core support KPIs (customer satisfaction, resolution time, quality, and cost per contact), setting team-level targets within broader operating goals
- Help build a world-class team that delivers high-touch, highly responsive support: set the service standard, hire and coach to it, and hold it consistently as the business grows
- Lead with a people-first approach: hire, develop, and empower the team, and shape team structure and career paths, so the team stays healthy and delivers great customer experiences
- Manage our BPO relationships, holding vendors accountable for performance standards and keeping cost and capacity on track against budget
- Lead workforce and capacity planning across in-house and BPO teams, including quarterly forecasts and staffing recommendations, working with data and analytics teams to turn operational data into decisions
- Manage our public reputation and reviews program (such as Trustpilot, Better Business Bureau, and app stores), turning customer sentiment into operational improvement
- Partner with Legal and Trust teams to make sound, timely decisions on sensitive or high-stakes escalations, escalating to senior leadership when needed
- Collaborate with internal training and quality teams to keep standards, coaching, and agent readiness sharp as products and policies evolve
- Partner closely with the teams that own support tooling, automation/AI, and product to turn customer feedback into better tools and product decisions, and keep bug triage and escalation handoffs running smoothly
Requirements
- Our four products - Scribd®, Slideshare®, Everand™, and Fable - help billions of people across the globe move beyond access and into insight, application, and expertise.
Nice to have
- Strong command of support KPIs and the levers that move them (CSAT, resolution time, cost per contact, quality scores), plus experience with contact center operations and forecasting
Compensation
- In the state of California, the reasonably expected salary range is between $94,000 [minimum salary in our lowest geographic market within California] to $141,500 [maximum salary in our highest geographic market within California].
- In the United States, outside of California, the reasonably expected salary range is between $83,000 [minimum salary in our lowest US geographic market outside of California] to $134,000 [maximum salary in our highest US geographic market outside of California].
- In Canada, the reasonably expected salary range is between $99,000 CAD[minimum salary in our lowest geographic market] to $126,500 CAD[maximum salary in our highest geographic market].
- The salary range listed is for the level at which this job has been scoped.
Benefits
- Comprehensive health, dental, and vision coverage
- Mental health support and disability coverage
- Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
- Paid parental leave and family support benefits
- Retirement matching and employee equity
- Learning and development programs and professional growth opportunities
- Wellness and home office stipends
- We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs.
- Scribd Flex (flexible work model)
Company info
- Customer Operations is the backbone of trust and reliability for readers, listeners, and creators across our products.
- We make sure every support interaction is handled with quality, consistency, and care, and we tailor how we support each of our customers.
- As Senior Manager of Customer Operations, you'll shape the experience of millions of readers, listeners, and creators, especially in the moments when something goes wrong.
- You'll lead and develop the team that runs our day-to-day support operations across outsourced and in-house teams, so every customer gets support that is attentive, responsive, and tailored to what they need.
- You'll be accountable for the satisfaction, speed, quality, and cost outcomes that tell us how we're doing.
- You'll also work with our Trust & Compliance teams to help protect our platform and community and meet our legal and regulatory obligations.
- Drive operational change and continuous improvement alongside the Customer Operations leadership team, introducing new tools, processes, and ways of working that make support better for customers and for the team
- Experience building a high-touch, customer-obsessed support team, with the judgment to tailor service to what different customers need
- Familiarity with AI-enabled support tools and comfort introducing them to enhance team efficiency and improve customers' experiences
- At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range.
This listing is sourced directly from Scribd's careers page and normalized into a canonical job model.