Director, User Operations

Job not on LinkedIn

November 20

Apply Now

Receive Emails with Similar Jobs

NerdWallet

WebsiteLinkedInAll Job Openings

NerdWallet is on a mission to help provide clarity for consumers and SMBs so they can make financial decisions with confidence. We work hard to cultivate an award-winning culture in which our Nerds can realize this mission, and we pride ourselves on the programs we’ve created to positively impact the lives of our consumers, our Nerds, and our wider world.

501 - 1000 employees

Founded 2009

💰 Secondary Market on 2021-05

📋 Description

• Drive AI-powered customer service strategy: Translate business goals into actionable AI roadmaps, partnering closely with your technical solutions architect to evaluate and leverage the right tools. Design intelligent customer journeys that leverage chatbots, voice AI, and automated routing to provide instant, accurate support across all NerdWallet products and services. • Use data and AI to transform operations: Empower the team to harness insights from customer interactions, AI performance metrics, and behavioral patterns to optimize and scale our support capabilities. Machine learning solutions should predict customer needs and proactively resolve issues before they escalate. • Champion technical innovation in customer service: Advance the adoption of conversational AI systems, agentic voice technology, and automated resolution workflows. Every AI innovation should maintain the human touch that makes financial guidance meaningful while scaling to serve millions of users. • Balance automation with human expertise: Ground AI innovation in a deep understanding of customer support excellence. Ensure automation strengthens the human connection at the heart of our service, with thoughtful escalation models and quality systems that guarantee complex financial questions receive the expert attention they deserve. • Collaborate cross-functionally: Represent the User Operations org such that every new product or experience includes the right support model from the start. Stay plugged into organizational initiatives to align customer support needs with evolving business and product strategies. • Lead and develop high-performing teams: Build, mentor, and inspire a diverse team of customer operations professionals, AI solutions specialists, and support analysts. Foster a culture of innovation, continuous learning, and customer obsession while creating career development pathways that blend service excellence with technical mastery.

🎯 Requirements

• 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.

🏖️ Benefits

• Industry-leading medical, dental, and vision health care plans for employees and their dependents • Rejuvenation Policy – Vacation Time Off + 11 holidays • New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care • Mental health support • Paid sabbatical for Nerds to recharge, gain knowledge and pursue their interests • Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution • Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend • Work from home equipment stipend and co-working space subsidy • Nerd-led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities • Hackathons and team events across all teams and departments • Company-wide events like NerdLove (employee appreciation) and our annual Charity Auction • Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match • 401K with company match • Be the first to test and benefit from our new financial products and tools • Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar • Disability and Life Insurance with employer-paid premiums