Director, User Operations

8+ years in customer operations, support, or related functions within technology-driven organizations, preferably in financial services or consumer-facing products. 3+ years leading large, multi-layered teams (10+ members through managers or technical leads), ideally spanning both operational and technical domains. 3+ years of experience driving AI and automation initiatives in customer service environments (e.g., conversational AI, chatbots, agent-assist tools, voice AI). Demonstrated ability to scale and optimize support operations through process improvement and data-informed decision-making. Deep knowledge of customer service technologies and integrations (e.g., CRM, ticketing, and API systems such as Zendesk, Intercom, Salesforce). Experience applying AI/ML to enhance customer service, including natural language processing, sentiment analysis, automated routing, and performance optimization. Proficiency with analytics, experimentation, and visualization tools (e.g., Amplitude, Looker, A/B testing). Strategic understanding of how AI-powered service impacts the customer lifecycle — from reactive support to proactive engagement. Strong record of delivering measurable results: improving satisfaction (NPS, CSAT, CES), reducing resolution times, and advancing operational efficiency.

Drive AI-powered customer service strategy Use data and AI to transform operations Champion technical innovation in customer service Balance automation with human expertise Collaborate cross-functionally Lead and develop high-performing teams