Why is remote work so nice? Let's try to see!
Apply
Senior Director, Consumer Operations
Posted 12 days agoViewed
💎 Seniority level: Director, 10+ years
🏢 Company: Nerdy👥 501-1000💰 $150,000,000 Post-IPO Equity over 3 years ago🫂 Last layoff over 2 years agoEducationEdTechArtificial Intelligence (AI)
⏳ Experience: 10+ years
Requirements:
- 10+ years of leadership experience in customer success, retention, support operations, or marketplace strategy within a high-growth environment.
- Deep expertise in two-sided marketplaces—strong understanding of supply-demand balance, user engagement, and lifecycle optimization.
- Technology & Product Collaboration—demonstrated success partnering with Product & Engineering teams to develop and scale customer-centric solutions.
- P&L Ownership—proven track record of managing a customer success or operations P&L, optimizing cost-to-serve while enhancing customer engagement and retention.
- AI & Automation Expertise—hands-on experience implementing chatbots, predictive retention analytics, and automation tools to drive efficiency and engagement.
- Customer Lifecycle & Re-Engagement Strategy—strong ability to develop and refine retention, re-engagement, and win-back strategies to extend customer lifetime value (LTV).
- Strategic Leadership & Executive/Board-Level Influence—comfortable working with executive teams, board members, and cross-functional leaders to shape retention and engagement strategies.
Responsibilities:
- Lead the evolution of customer retention and re-engagement strategies, focusing on long-term customer lifetime value, win-back efforts, and reducing friction in the user experience.
- Drive continuous improvement in how we engage customers post-conversion, ensuring that every touchpoint—from onboarding to long-term retention—delivers a seamless, high-impact experience.
- Work cross-functionally with Product, Marketing, and Operations to align retention initiatives with product enhancements, automation, and customer engagement strategies.
- Own and continuously improve customer support and re-engagement functions, ensuring that AI-driven automation, chatbots, and intelligent routing evolve to meet changing customer needs.
- Refine the use of predictive analytics and machine learning models to proactively reduce churn, identify high-value customer segments, and drive personalized engagement.
- Collaborate with Data Science & Engineering to enhance retention models and early warning systems, ensuring a proactive approach to customer lifecycle management.
- Develop and iterate on win-back and re-engagement strategies, ensuring we have effective mechanisms to bring customers back after lapses in engagement.
- Improve segmentation and targeting models to deliver the right messaging and incentives at the right time, extending customer relationships.
- Partner with Revenue, Finance, and Marketing to test and refine pricing, incentives, and customer journey enhancements that improve retention and maximize lifetime value.
- Act as a strategic partner to senior leadership and the executive team, providing data-driven insights and recommendations on customer lifecycle, retention, and re-engagement strategies.
- Own the retention & engagement P&L, ensuring investments are focused on high-impact initiatives that balance cost efficiency with meaningful customer outcomes.
Related Articles
Posted 7 months ago
Insights into the evolving landscape of remote work in 2024 reveal the importance of certifications and continuous learning. This article breaks down emerging trends, sought-after certifications, and provides practical solutions for enhancing your employability and expertise. What skills will be essential for remote job seekers, and how can you navigate this dynamic market to secure your dream role?
Posted 8 months ago
Explore the challenges and strategies of maintaining work-life balance while working remotely. Learn about unique aspects of remote work, associated challenges, historical context, and effective strategies to separate work and personal life.
Posted 8 months ago
Google is gearing up to expand its remote job listings, promising more opportunities across various departments and regions. Find out how this move can benefit job seekers and impact the market.
Posted 8 months ago
Learn about the importance of pre-onboarding preparation for remote employees, including checklist creation, documentation, tools and equipment setup, communication plans, and feedback strategies. Discover how proactive pre-onboarding can enhance job performance, increase retention rates, and foster a sense of belonging from day one.