Customer Operations Leader

About the Role

As the leader of the Customer Operations team, you will be responsible for developing and executing strategic initiatives that enhance customer satisfaction, improve operational efficiency, and drive business growth. Your day-to-day activities will involve collaborating with cross-functional teams, analyzing customer feedback, and identifying opportunities to leverage technology and process improvements to scale the business.

The Customer Operations team is central to Plaid's mission, ensuring that the company's products and services meet the evolving needs of its customers. This role reports to a senior leader and will have significant visibility across the organization.

What You Will Do

• Develop and execute the global customer operations strategy, aligning with Plaid's overall business objectives
• Lead and manage a high-performing team of operations professionals, providing guidance, coaching, and development opportunities
• Collaborate with product, engineering, and sales teams to design and implement customer-centric solutions
• Analyze customer feedback and market trends to identify areas for improvement and innovation
• Design and implement processes and systems to enhance customer satisfaction, reduce friction, and improve efficiency
• Develop and manage key performance indicators (KPIs) to measure customer operations effectiveness
• Partner with the GTM, Product, and PMM teams to inform product development, launch readiness, and enablement strategies
• Establish and maintain technical documentation and knowledge programs to support customer self-service and internal teams
• Hire, develop, and lead a team of customer operations professionals, focusing on talent acquisition, training, and career development
• Establish and monitor key customer ops metrics to ensure accountability and growth
• Participate in org design, career pathing, culture, and talent programs for the Customer Engineering and Support team

What We Are Looking For

• 8+ years of experience in customer operations, support operations, or product operations in a leadership role
• Strong program management skills across complex, cross-functional initiatives
• Excellent communication and change management skills, with the ability to articulate vision and strategy to various stakeholders
• A customer-first approach grounded in Plaid's principles, with a deep understanding of customer needs and pain points
• Experience in scaling operations and enablement across the full customer lifecycle
• Success in building and leveraging Voice of Customer (VoC) programs to drive product improvements and adoption strategies
• Proven ability to build with AI and use tooling to drive measurable efficiency and remove friction for customers
• Strong analytical and problem-solving skills, with the ability to synthesize data into actionable insights
• Experience in managing and developing high-performing teams, with a focus on talent development and growth

Nice to Have

• Experience with fintech or financial services, particularly in a customer-facing role
• Knowledge of GTM strategies and their application in driving business growth
• Familiarity with Excel and other data analysis tools
• Certification in operations or a related field, such as Six Sigma or Lean

Benefits and Perks

• Competitive salary and equity package
• Comprehensive health, dental, and vision insurance
• Flexible PTO policy and remote work stipend
• Access to professional development opportunities and training programs
• Collaborative and dynamic work environment with a team of talented professionals
• Opportunity to work on complex, high-impact projects that drive business growth and customer satisfaction
• Recognition and reward programs for outstanding performance and contributions

• To stand out in your application, highlight specific examples of how you've scaled customer operations and enablement in previous roles, including metrics on efficiency gains and customer satisfaction improvements.
• Prepare to discuss your experience with AI and tooling, and how you've used these technologies to drive efficiency and customer satisfaction.
• Demonstrate your understanding of the fintech industry and Plaid's position within it, and be prepared to discuss how you can contribute to the company's mission.
• Showcase your leadership skills by providing examples of how you've developed and managed high-performing teams, and your approach to talent development and growth.
• Be prepared to discuss your approach to synthesizing customer feedback into product improvements and adoption strategies, and provide specific examples from your experience.
• Highlight your ability to communicate complex technical information to non-technical stakeholders, and your experience with change management and process improvement.