Customer Operations Leader
Plaid is a financial technology company providing APIs and network connectivity for businesses to build financial products. Its platform supports bank-account linking, financial data access, identity verification, fraud and risk tools, credit underwriting, and bank payments.
Maintainer signals as of 8/12/2026
Funding history
Projects
About Plaid
Plaid operates a financial data network and API platform that lets businesses connect to financial institutions and build financial experiences. Its products support account and identity verification, real-time balance and transaction data, investment and liability data, income and underwriting workflows, fraud and AML risk checks, and multi-rail bank payments. It serves developers, businesses, financial institutions, platforms, lenders, banks, and consumer-facing financial-product providers.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead global customer operations initiatives across product operations, customer experience engineering, technical enablement, and organizational development. You will 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
- Excellent communication and change management skills
- Experience partnering with go-to-market, Product, and Product Marketing teams
Responsibilities
- Hire, develop, and lead a Customer Operations team
- Own operations strategy and execution across the customer lifecycle
- Build voice-of-customer programs that drive 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