Director, User Operations

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November 20

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NerdWallet

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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

• Monthly Healthcare Stipend • Rejuvenation Policy – Vacation Time Off + You will receive the official public holidays in your province • Paid sabbatical for Nerds to recharge, gain knowledge and pursue their interests • Monthly Wellness Stipend, Wifi Stipend, and Cell Phone Stipend • Work from home equipment stipend