Customer Operations Leader
Plaid is a financial data network and fintech infrastructure company that helps people securely connect financial accounts to digital financial services.
Maintainer signals as of 9/2/2026
Funding history
Projects
About Plaid Inc.
Plaid provides developer infrastructure and financial tools for account connectivity, financial data access, bank payments, identity verification, AML monitoring, credit and underwriting, and fraud prevention. Its network supports thousands of fintech companies and more than 12,000 financial institutions across the United States, Canada, the United Kingdom, and Europe.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Lead global customer operations initiatives across product operations, customer experience engineering, technical enablement, and organizational development. Scale operations across the customer lifecycle, build voice-of-customer programs, develop self-service tooling, improve documentation, and establish customer operations metrics.
Requirements
- 8+ years in customer operations, support operations, or product operations in a leadership role.
- Experience building voice-of-customer, self-service, or knowledge management programs at scale.
- Experience leveraging automation, tooling, and AI to scale support operations.
- Strong program management skills across complex, cross-functional initiatives.
- Excellent communication and change management skills.
- Experience partnering with go-to-market, Product, and Product Marketing teams.
- Customer-first approach grounded in Plaid's principles.
Responsibilities
- Hire, develop, and lead a high-performing Customer Operations team.
- Own operations strategy and execution across the customer lifecycle.
- Build voice-of-customer programs that turn frontline insights into product improvements and adoption strategies.
- Partner with go-to-market, Product, and Product Marketing teams on feedback loops, launch readiness, and enablement.
- Build self-service tooling and programs to reduce customer friction.
- Own technical documentation and knowledge programs.
- Establish and monitor customer operations metrics and source-of-truth data.
Benefits
- Equity
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
