# Senior Manager, Customer Operations at Scribd

- Company: Scribd
- What the company does: Get to the source. Specialized knowledge on any topic, and answers you won’t find anywhere else. Home to the world’s documents, 300M+ and counting. Backed by Y Combinator, CRV and Redpoint.
- Company website: http://scribd.com
- Type: Startups (AI role)
- Level: Senior
- Location: San Francisco
- Work setup: On-site
- Posted: 2026-10-13
- Apply by: 2026-11-27
- Apply: https://jobs.ashbyhq.com/ScribdInc/58a6af37-9546-4b36-b4ef-6cc7ca4bce45?utm_source=1752vc&utm_medium=careers
- Page: https://www.1752.vc/careers/jobs/scribd-senior-manager-customer-operations/

## About the role

Run the day-to-day operating model across outsourced (BPO) and in-house support, translating company strategy into how the team executes Own core support KPIs (customer satisfaction, resolution time, quality, and cost per contact), setting team-level targets within broader operating goals Found on 1752vc Careers, the job board for startup and VC roles.

## What they're looking for

- 8+ years in customer support or customer operations, including 5+ years in people leadership, managing both individual contributors and the leads who run a function
- Track record of leading through others: hiring and developing leads who each own a specialized area and are accountable for results
- Experience building a high-touch, customer-obsessed support team, with the judgment to tailor service to what different customers need
- Experience managing outsourced/BPO vendor relationships in a growing support organization, including performance management and cost accountability
- Strong command of support KPIs and the levers that move them (CSAT, resolution time, cost per contact, quality scores), plus experience with contact center operations and forecasting
- Comfort with data: able to build and analyze reports in a support platform like Zendesk, and work fluently in spreadsheet tools like Google Sheets

Tags: Customer Operations

Source: 1752vc Careers, https://www.1752.vc/careers/jobs/scribd-senior-manager-customer-operations/