Customer Operations Leader

About Plaid

Plaid is building the infrastructure that helps people connect their financial accounts to the services they use every day. The company works with thousands of businesses, including Venmo, SoFi, major Fortune 500 organizations, and large banks, and its network spans 12,000 financial institutions across the US, Canada, the UK, and Europe. Founded in 2013 and headquartered in San Francisco, Plaid also has offices in New York, Washington D.C., London, and Amsterdam.

Role overview

The Customer Operations team plays a central role in delivering scalable, high-quality customer experiences. In this director-level position, you will define and execute global operations initiatives while leading teams across product operations, customer experience engineering, technical enablement, and organizational development.

This is a high-impact opportunity for a leader who works comfortably at the intersection of people, process, and technology. You do not need to have done everything in the role already, but you should be especially strong in the areas that matter most right now.

Key focus areas

• Build and scale operations and enablement programs across the full customer journey, supporting technical and customer-facing functions beyond Support, such as Technical Account Management, Sales Engineering, and Professional Services.
• Create and run voice-of-customer programs that do more than report findings by turning frontline feedback and customer insights into product improvements and stronger adoption.
• Use AI and other tools to improve efficiency, reduce customer friction, and help customers solve more issues on their own.

Responsibilities

• Lead, coach, and grow a high-performing Customer Engineering and Support operations team with clear goals and a consistent operating rhythm.
• Own internal and external technical documentation and knowledge management programs to improve content quality and customer self-service.
• Work with GTM, Product, and PMM partners on product feedback loops, launch readiness, and enablement.
• Define and track core customer operations metrics to drive accountability and continuous improvement.
• Contribute to org design, career pathing, culture, and talent programs for the Customer Engineering and Support organization.

Qualifications

• 8 or more years of leadership experience in customer operations, support operations, and/or product operations.
• Strong program management ability across complex initiatives involving multiple teams.
• Excellent communication and change management skills, with the ability to move between detailed frontline work and executive-level storytelling.
• A customer-first mindset aligned with Plaid’s principles.

Benefits and compensation

Plaid offers a comprehensive benefits package that includes medical, dental, vision, and a 401(k) plan. In addition, the role may include equity and/or commission depending on the position offered. Pay is determined by factors such as scope, responsibilities, work experience, skill set, and location, and may change over time in line with applicable compensation or benefit plans.

The stated compensation range for this role is $127,680 to $270,000.

Equal opportunity and accommodations

Plaid is an equal opportunity employer and welcomes applicants from all backgrounds. The company does not discriminate on the basis of race, color, national origin, ethnicity, religion, sex, sexual orientation, gender identity or expression, transgender status, age, military or veteran status, disability, or other legally protected characteristics. Qualified candidates with criminal histories are considered in accordance with applicable laws. Plaid also provides reasonable accommodations for candidates with disabilities during the recruiting process.

Additional information

Plaid encourages people to apply even if their background does not match every requirement, as prior work experience and lived experience are both valued. The role is based in the San Francisco Bay Area.

Applicants needing assistance with the application or interview process due to a disability can contact accommodations@plaid.com.

Please review the Candidate Privacy Notice.

Compensation range: $127,680 - $270,000