Director, Consumer Business Operations - Remote

Overview

Nerdy is seeking a Director, Consumer Business Operations (Customer & Tutor Support) to lead the strategic evolution of our high-volume support functions. This leader will drive operational excellence, scale AI-powered automation, and optimize workflows to deliver seamless, high-quality customer experiences at scale.

In Short

• Lead strategic evolution of customer support operations.
• Drive operational excellence and scale AI-powered automation.
• Optimize workflows for high-quality customer experiences.
• Maximize customer retention and improve survival rates.
• Reduce cost-to-serve while maintaining service quality.
• Proven track record in fast-paced customer operations.
• Expertise in AI-driven automation and chatbots.
• Strong data analytics and forecasting skills.
• Exceptional strategic leadership and execution skills.
• Lead and develop a high-performing team.

Requirements

• Bachelor’s degree required; Master’s or MBA preferred.
• 10+ years in customer support or operations leadership.
• Experience leading Tier 1 support teams in high-volume environments.
• P&L ownership with focus on cost reduction through AI.
• Expertise in AI-driven automation and self-service strategies.
• Retention and escalation management expertise.
• Strong data analytics skills, comfortable with Excel and SQL.
• Process simplification and efficiency mindset.
• Exceptional strategic leadership skills.

Benefits

• Competitive Salary plus Equity in the company.
• Healthcare Plans (Medical, Dental, Vision, Life).
• 401k Company Matching Plan (no vesting period).
• Maternity, Paternal, and Adoption Leave.
• Remote Position.
• Flexible PTO.
• Free Learning Membership for you and your household.
• Opportunity to help transform how the world learns!