NerdWallet · 2 months ago
Director, User Operations
United States
Full-time
Remote
Senior Level, Lead/Staff
$140K/yr - $251K/yr
8+ years expNerdWallet is on a mission to bring clarity to all of life’s financial decisions. They are seeking a Director of User Operations to lead the transformation of their customer support through AI, overseeing both strategic vision and day-to-day operations while enhancing customer satisfaction and operational efficiency.
ConsumerFinancial ServicesInternetPersonal Finance
Responsibilities
Drive AI-powered customer service strategy: Translate business goals into actionable AI roadmaps, partnering closely with your technical solutions architect to evaluate and leverage the right tools. Design intelligent customer journeys that leverage chatbots, voice AI, and automated routing to provide instant, accurate support across all NerdWallet products and services
Use data and AI to transform operations: Empower the team to harness insights from customer interactions, AI performance metrics, and behavioral patterns to optimize and scale our support capabilities. Machine learning solutions should predict customer needs and proactively resolve issues before they escalate
Champion technical innovation in customer service: Advance the adoption of conversational AI systems, agentic voice technology, and automated resolution workflows. Every AI innovation should maintain the human touch that makes financial guidance meaningful while scaling to serve millions of users
Balance automation with human expertise: Ground AI innovation in a deep understanding of customer support excellence. Ensure automation strengthens the human connection at the heart of our service, with thoughtful escalation models and quality systems that guarantee complex financial questions receive the expert attention they deserve
Collaborate cross-functionally: Represent the User Operations org such that every new product or experience includes the right support model from the start. Stay plugged into organizational initiatives to align customer support needs with evolving business and product strategies
Lead and develop high-performing teams: Build, mentor, and inspire a diverse team of customer operations professionals, AI solutions specialists, and support analysts. Foster a culture of innovation, continuous learning, and customer obsession while creating career development pathways that blend service excellence with technical mastery
Qualification
Required
8+ years in customer operations, support, or related functions within technology-driven organizations, preferably in financial services or consumer-facing products
3+ years leading large, multi-layered teams (10+ members through managers or technical leads), ideally spanning both operational and technical domains
3+ years of experience driving AI and automation initiatives in customer service environments (e.g., conversational AI, chatbots, agent-assist tools, voice AI)
Demonstrated ability to scale and optimize support operations through process improvement and data-informed decision-making
Deep knowledge of customer service technologies and integrations (e.g., CRM, ticketing, and API systems such as Zendesk, Intercom, Salesforce)
Experience applying AI/ML to enhance customer service, including natural language processing, sentiment analysis, automated routing, and performance optimization
Proficiency with analytics, experimentation, and visualization tools (e.g., Amplitude, Looker, A/B testing)
Strategic understanding of how AI-powered service impacts the customer lifecycle — from reactive support to proactive engagement
Strong record of delivering measurable results: improving satisfaction (NPS, CSAT, CES), reducing resolution times, and advancing operational efficiency
Benefits
Industry-leading medical, dental, and vision health care plans for employees and their dependents
Rejuvenation Policy – Vacation Time Off + 11 holidays
New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care
Mental health support
Paid sabbatical for Nerds to recharge, gain knowledge and pursue their interests
Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution
Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend
Work from home equipment stipend and co-working space subsidy
Nerd-led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities
Hackathons and team events across all teams and departments
Company-wide events like NerdLove (employee appreciation) and our annual Charity Auction
Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match
401K with company match
Be the first to test and benefit from our new financial products and tools
Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar
Disability and Life Insurance with employer-paid premiums
Company
NerdWallet
NerdWallet develops a financial platform to help people find the right credit cards and mortgage rates.
501-1000 employees
H1B Sponsorship
NerdWallet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (19)
2023 (24)
2022 (29)
2021 (22)
2020 (24)
Funding
Current Stage
Public CompanyTotal Funding
$105MKey Investors
Camelot Financial Capital ManagementIVPSilicon Valley Bank
2021-11-04IPO
2021-05-21Secondary Market
2021-05-07Secondary Market
Leadership Team
Tim Chen
CEO
Hanah Cho
Vice President, Content
Recent News
Business – Baltimore Sun
2025-12-21
2025-12-17
2025-12-17
Company data provided by crunchbase