Senior Director, Consumer Operations - Remote

Overview

Nerdy is seeking a Senior Director, Consumer Operations to lead and optimize our customer retention, re-engagement, and support functions across our two-sided marketplace. This leader will oversee the full customer lifecycle, with a focus on maximizing engagement, reducing churn, and driving long-term customer lifetime value.

In Short

• Lead and optimize customer retention and re-engagement strategies.
• Oversee the full customer lifecycle to maximize engagement and reduce churn.
• Collaborate cross-functionally with Product, Marketing, and Operations.
• Develop and mentor senior leaders within the organization.
• Utilize technology and AI to enhance customer support and engagement.
• Manage the P&L for customer success and operations.
• Implement predictive analytics and automation tools.
• Shape the marketplace strategy for sustainable growth.
• Drive continuous improvement in customer experience.
• Act as a strategic partner to senior leadership.

Requirements

• Bachelor’s degree required; MBA preferred.
• 10+ years of leadership experience in customer success or marketplace strategy.
• Deep expertise in two-sided marketplaces.
• Proven track record in P&L management.
• Experience with AI and automation tools.
• Strong understanding of customer lifecycle and re-engagement strategies.
• Experience in high-velocity marketplaces.
• Proficiency in CRM and lifecycle marketing tools.
• Experience leading AI-driven customer experience programs.
• Strategic leadership and executive influence skills.

Benefits

• Competitive Salary and Equity (Restricted Stock Units).
• 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.
• Unique opportunity to help transform how the world learns!