Senior Manager, Customer Operations

The posting, as Scribd, Inc. wrote it

Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

CULTURE AT SCRIBD, INC.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved, open position within the organization.

ABOUT THE TEAM AND ROLE

Customer Operations is the backbone of trust and reliability for readers, listeners, and creators across our products. We make sure every support interaction is handled with quality, consistency, and care, and we tailor how we support each of our customers.

As Senior Manager of Customer Operations, you'll shape the experience of millions of readers, listeners, and creators, especially in the moments when something goes wrong. You'll lead and develop the team that runs our day-to-day support operations across outsourced and in-house teams, so every customer gets support that is attentive, responsive, and tailored to what they need. You'll be accountable for the satisfaction, speed, quality, and cost outcomes that tell us how we're doing. You'll also work with our Trust & Compliance teams to help protect our platform and community and meet our legal and regulatory obligations.

ABOUT YOU

You've helped build or scale a customer support organization before, and you know the fundamentals: how to balance cost and quality, how to manage outsourced/BPO relationships without losing visibility into the customer experience, and how to turn operational data into decisions. You lead through your team, not around them, and you're comfortable being accountable for outcomes you don't personally execute. You're also someone senior stakeholders like Legal, Product and Engineering trust to make a fast, sound call when something is sensitive or high-stakes.

WHAT YOU’LL DO

• Run the day-to-day operat

[…]
San Diego | San Francisco | Seattle | Washington D.C.

Canada

Ottawa | Toronto | Vancouver

Mexico

Mexico City

Benefits at Scribd, Inc.

• Scribd Flex (flexible work model)
• Comprehensive health, dental, and vision coverage
• Mental health support and disability coverage
• Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
• Paid parental leave and family support benefits
• Retirement matching and employee equity
• Learning and development programs and professional growth opportunities
• Wellness and home office stipends
• Complimentary access to the Scribd, Inc. suite of products
• Enterprise access to leading AI tools

Get to Know Scribd, Inc.
About Scribd, Inc. https://www.scribdinc.com/about
Life at Scribd, Inc. https://www.linkedin.com/company/scribdinc./life/

We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.

If you apply for a job with Scribd, Inc. or otherwise engage with us in connection with employment (including as an employee, contractor, or other personnel), the personal information we process in that context is subject to our Employee and Applicant Privacy Policy, which is available here https://support.scribd.com/hc/en-us/articles/49754646187284-Employee-and-Applicant-Privacy-Policy-and-Notice-at-Collection.

Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.