Full-Time Director, Consumer Business Operations

Nerdy is seeking a Director, Consumer Business Operations to lead the strategic evolution of our high-volume Customer and Tutor Support functions.

This leader will drive operational excellence, scale AI-powered automation, and improve workflows to deliver seamless, high-quality experiences across our two-sided marketplace.

This role plays a critical part in improving customer survival rates, reducing churn, and enhancing cost-to-serve efficiency while maintaining world-class support quality.

We are seeking a technically fluent, analytically rigorous leader—someone who not only excels at running scaled support operations, but who can independently dive into data, develop operational models, and collaborate with Product and Engineering to prototype AI and automation solutions.

The ideal candidate has experience working in data-rich, tech-forward environments, is comfortable navigating ambiguity, and can bridge high-level strategic thinking with hands-on execution.

Qualifications:

• Required: Bachelor’s degree in Computer Science, Engineering, Information Systems, Business Analytics, or a related technical/quantitative field. Advanced degree (MBA or similar) preferred.
• 8–10+ years of experience in customer operations, support, or fulfillment, ideally in high-volume, tech-enabled environments.
• Hands-on experience accessing and analyzing data with tools like SQL, Excel, Looker, or similar.
• Able to independently diagnose issues and uncover operational trends.
• Demonstrated ability to prototype or partner in building AI-driven tools, including chatbots, routing logic, and automation pipelines.
• Experience leading customer support teams (50+ people) across chat, email, SMS, and/or escalation workflows.
• Proven ability to manage cost-to-serve while maintaining high CSAT and operational KPIs.
• Strong process improvement and change management skills with a bias toward simplification and scale.
• Clear, concise communicator with strong stakeholder management and cross-functional leadership experience.

Responsibilities:

• Define the support operations roadmap, balancing AI-driven automation with high-touch, high-quality service.
• Drive execution of strategies aligned to customer retention and LTV growth goals.
• Partner cross-functionally with Product, Engineering, and Data Science to enhance support infrastructure, tools, and logic.
• Lead implementation and continuous improvement of chatbots, intelligent routing, and self-service features.
• Use data to prototype, test, and iterate on automations that reduce Tier 1 volume and increase CX consistency.
• Own key operational KPIs including customer survival, CSAT, resolution time, and contact deflection.
• Manage the support operations P&L, focusing on long-term scalability, quality, and efficiency.
• Build workforce planning models and scenario-based forecasts to improve predictability and resourcing accuracy.
• Serve as a critical feedback loop between support operations and product/customer success teams to resolve root causes of churn.
• Implement early warning systems to detect and address emerging customer experience risks.
• Manage a team of 3–5 L6 leaders and oversee a department of ~60–80 employees.

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