Customer Operations Leader

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. The Customer Operations team sits at the center of how we scale world-class customer experiences at Plaid. As the Customer Operations Leader, you'll own the strategy and execution of all global ops initiatives in a director level role — leading a team across product operations, customer experience engineering, technical enablement, and org development. This is a high-impact role for someone who thrives at the intersection of people, process, and technology. You don't need to have done everything here — but you should be exceptional at what matters most to us right now. What we're looking for most: - Scaling ops and enablement across the full customer lifecycle — You've built or scaled operations and enablement programs that support technical, customer-facing teams beyond Support (think Technical Account Managers, Sales Engineers, Professional Services). You know what "good" looks like end-to-end and can close the gaps. - Voice of Customer as a strategic lever — You've run VoC programs that go beyond reporting. You know how to synthesize data and insight from frontline teams and customer interactions into product improvements and adoption strategies that actually land. - AI, tooling and efficiency — You have proven success building with AI and using tooling to drive measurable efficiency for Plaids while also removing friction for customers and empowering our customers to serve themselves. You'll also - Hire, develop, and lead a high-performing CES Ops team with clear goals and operating cadence - Own technical documentation and knowledge programs (internal and external) to improve content quality and self-servicability for customers - Partner with GTM, Product, and PMM on product feedback loop, launch readiness and enablement - Establish and monitor key customer ops metrics to ensure accountability and growth - Partner on org design, career pathing, culture and talent programs for the Customer Engineering and Support (CES) team. Qualifications - 8+ years in customer operations, support operations and/or product operations in a leadership role - Strong program management skills across complex, cross-functional initiatives - Excellent communication and change management skills — comfortable going from frontline detail to exec narrative - A customer-first approach grounded in Plaid's principles Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com. Please review our Candidate Privacy Notice here https://plaid.com/legal/#candidate-privacy-notice. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.