Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our Customer Care organization through our product Operations Team. This role involves driving Care AI automation strategy, leading customer-centric experiences, and building a future-forward, scalable, and efficient support organization.

Requirements

• 8+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy.
• Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience.
• Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems.
• Demonstrated ability to build and scale user research and feedback loops into product pipelines.
• Outstanding analytical and problem-solving skills; data-driven decision-making is a must.
• Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations.
• Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX.
• Excellent communication and collaboration skills—especially in high-ambiguity environments.
• Strategic thinker with operational rigor; balances long-term vision with near-term execution.
• Tenacious, optimistic, and resilient in the face of change and challenge.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance