# Customer Operations Leader

**Company:** [Plaid](https://hotfix.jobs/companies/plaid)
**Location:** New York, NY, Seattle, WA, Raleigh, NC, San Francisco, CA
**Role:** Customer Success
**Salary:** $128k – $270k/yr
**Experience:** 8+ years
**Skills:** Program Management, Voice Of Customer, AI Tools, Technical Documentation, Knowledge Management, Customer Operations, Product Operations, Change Management, Org Design, Metrics Monitoring
**Posted:** 2026-03-26

> Lead global customer operations strategy and execution as a Director-level role at Plaid. Own ops initiatives across product operations, customer experience engineering, technical enablement, and org development for technical customer-facing teams. Requires 8+ years leadership experience scaling ops, VoC programs, and AI-driven efficiency.

## Job Description

## 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.

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