Director, Consumer Business Operations - Remote

Overview

The Director, Consumer Business Operations will lead the strategic evolution of high-volume Customer and Tutor Support functions at Nerdy, focusing on operational excellence and AI-powered automation.

In Short

• Lead customer operations and support functions.
• Drive operational excellence and AI automation.
• Enhance workflows for improved customer experiences.
• Analyze data to inform operational models.
• Collaborate with Product and Engineering teams.
• Manage a large customer support team.
• Focus on customer retention and cost management.
• Implement AI-driven tools and features.
• Foster a culture of continuous improvement.
• Oversee operational KPIs and performance metrics.

Requirements

• Bachelor’s degree in a technical field; advanced degree preferred.
• 8–10+ years in customer operations, preferably in tech environments.
• Experience with data analysis tools like SQL and Excel.
• Hands-on experience with AI tool development.
• Proven track record in managing large support teams.
• Strong communication and stakeholder management skills.
• Process improvement and change management expertise.
• Ability to manage costs while ensuring high customer satisfaction.

Benefits

• Competitive salary plus equity.
• Comprehensive healthcare plans.
• 401k matching with no vesting period.
• Generous parental leave policies.
• Remote work flexibility.
• Flexible PTO.
• Free learning membership for household.
• Opportunity to transform learning experiences.