Director of User Operations

Director of User Operations

Requirements

• 10+ years of people management experience, including remote and vendor team oversight
• Demonstrated success in defining and executing cross-functional operational strategies at scale
• Strategic thinker with strong ownership, data fluency, and vision-setting capabilities
• Proven experience architecting support systems and infrastructure, including taxonomy, workflow automation, and reporting frameworks
• Passion for leveraging automation and AI to improve user experience and operational efficiency
• Deep understanding of policy enforcement, content strategy, and system design
• Exceptional communication and cross-functional collaboration skills

Responsibilities

• Define and drive the strategic roadmap across all operational pillars—human support, automation, policy enforcement, systems, and content—to improve user experience and operational scalability
• Lead and inspire a high-performing team of managers, leads and specialists across support, content, policy enforcement, and technical operations
• Shape and evolve our Policy Enforcement function, including Trust & Safety and Legal workflows, to ensure safe and scalable operations
• Develop the content strategy across self-service channels (Help Center, Chatbot, Macros, etc.), ensuring scalability, localization, and SEO performance
• Lead the vision and execution for support system infrastructure, including taxonomy design, data governance, and architecture to power analytics, reporting, and operational insights
• Establish and track OKRs and KPIs aligned to company goals, leveraging dashboards and reporting to drive decisions and communicate progress
• Foster a culture of quality assurance and continuous improvement across all support channels
• Create feedback loops to capture user sentiment, CSAT, and product insights through tooling and strategic reporting infrastructure
• Partner with the Finance team to maintain and evolve our support financial model, enabling better investment decisions, cost visibility, and outcome tracking
• Scale support for a global user base, including localization strategies and time zone coverage
• Manage and strengthen partnerships with outsourcing partners and AI/automation vendors to enable cost-effective and high-impact operations
• Represent User Operations in cross-functional strategic discussions with Product, Legal, Finance, and Engineering

Preferred Qualifications

• Experience with global support operations and 24/7 coverage models
• Background in analytics, reporting infrastructure, or data tools (e.g., BigQuery, Looker)
• Familiarity with Zendesk, Survicate, GPT-based automation, or similar platforms