Customer Engineering and Support Operations Leader (Remote) at Plaid

The Customer Engineering & Support (CES) Operations team sits at the center of how we scale world-class customer experiences. As the CES Operations Leader, you will own the strategy and execution of CES Ops globally. You’ll lead a team that spans across product operations, customer experience engineering, technical enablement, and org development. You’ll partner closely with leaders in CES, Product, Engineering, and GTM to improve customer outcomes, efficiency, and quality across our customer-facing teams.

Responsibilities

• Hire, lead, and develop a high-performing CES Ops team through clear vision, goals, operating cadence, and standards for excellence
• Develop learning programs that keep this organization on the cutting edge of our field – from AI adoption, technical proficiency, industry knowledge and professional skill development
• Own technical documentation and knowledge programs internally and externally using data from front-line teams, tickets and customer interactions to improve content and deflection
• Align with GTM, Product and Product Marketing on product launch strategies, readiness criteria, enablement plans,
• Lead a “Voice of Customer” program using insights from all CES teams and customer feedback to drive technical improvements in our product areas and increase product adoption
• Guide our CES Ops Engineering team to improve efficiency of the CES team using AI, closing workflow gaps, prioritizing tooling and self-service in partnership with CGX, Product Areas and others
• Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) with an operating cadence that drives continuous improvement
• Own the project management (from vendor selection, compliance, project plan, rollout, adoption, measurement, etc.) of new tooling and experiments
• Partner on org design and development for CES including role clarity, in-person connection, career paths, and talent programs that support a high-performing, inclusive, and scalable organization

Qualifications

• 8+ years in customer operations, support operations and/or product operations
• Proven track record building or scaling operations/enablement teams that support technical, customer-facing functions (Support, Sales Engineering, Technical Account Management, Professional Services) with measurable impact on efficiency, quality, and customer outcomes
• Strong program management skills: experienced in setting roadmaps, prioritizing across stakeholders, and driving complex cross-functional initiatives end-to-end
• Experience owning or heavily influencing technical enablement, product roadmaps and sprint planning
• Comfort working with data, tooling, and AI
• Excellent communication, cross-functional and change management skills; able to context-switch between frontline detail and executive-level narrative and get buy-in across multiple stakeholders
• A customer-first approach grounded in Plaid’s principles