Customer Operations Leader

Plaid builds tools and experiences that enable developers and companies to connect financial accounts to the apps and services people use. The Customer Operations Leader will own the global strategy and execution for Customer Engineering & Support (CES) Operations, scaling world-class customer experiences. This role leads a multi-disciplinary ops team and partners with CES, Product, Engineering, and GTM to improve customer outcomes, efficiency, and quality.

• Hire, lead, and develop a high-performing CES Ops team with clear vision, goals, operating cadence, and standards for excellence.
• Develop learning programs covering AI adoption, technical proficiency, industry knowledge, and professional skill development.
• Own internal and external technical documentation and knowledge programs, using data from tickets and customer interactions to improve content and deflection.
• Align with GTM, Product, and Product Marketing on product launch strategies, readiness criteria, and enablement plans.
• Lead a Voice of Customer program leveraging CES insights and customer feedback to drive product improvements and increase adoption.
• Guide CES Ops Engineering to improve CES efficiency through AI, closing workflow gaps, prioritizing tooling, and expanding self-service with partners.
• Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) and run an operating cadence for continuous improvement.
• Own project management for new tooling and experiments (vendor selection, compliance, planning, rollout, adoption, and measurement).
• Partner on CES org design and development including role clarity, in-person connection, career paths, and talent programs.

• 8+ years of experience in customer operations, support operations, and/or product operations.

• Proven track record building or scaling operations/enablement teams supporting technical customer-facing functions (e.g., Support, Sales Engineering, Technical Account Management, Professional Services) with measurable impact.

• Strong program management skills, including roadmapping, stakeholder prioritization, and end-to-end delivery of complex cross-functional initiatives.

• Experience owning or heavily influencing technical enablement, product roadmaps, and sprint planning.

• Comfort working with data, tooling, and AI.

• Excellent communication, cross-functional collaboration, and change management skills; able to operate from frontline detail to executive narrative.

• Customer-first approach aligned with company principles.

• Full-time role.

• Base salary range: $121,296 to $270,000 per year (excludes equity and benefits); varies by geographic zone and factors such as skills and experience.

• Locations referenced by zones include: New York City, San Francisco Bay Area, Los Angeles, Seattle, Washington D.C., Austin, Boston, Denver, Houston, Portland, Sacramento, San Diego, Raleigh-Durham, and other US cities.

• Company has offices in San Francisco, New York, Washington D.C., London, and Amsterdam.

• Equal opportunity employer; accommodations available in the recruiting process.