Customer Operations Leader

Responsibilities

• 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.
• Scale ops and enablement across the full customer lifecycle for technical, customer-facing teams (e.g. Technical Account Managers, Sales Engineers, Professional Services).
• Run Voice of Customer (VoC) programs that synthesize data and insights into product improvements and adoption strategies.
• Build with AI and tooling to drive measurable efficiency, remove friction for customers, and enable self-service.

Requirements

• 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.

Nice-to-Haves

• Experience building or scaling operations and enablement programs that support technical, customer-facing teams beyond Support.
• Proven success building with AI and using tooling to drive efficiency.