Customer Operations Leader

About the Role

Plaid is focused on improving how people manage and interact with their money. The company builds infrastructure and product experiences that help developers create financial products used by millions. Its network connects with 12,000 financial institutions across the US, Canada, the UK, and Europe, and it works with a wide range of companies, including major banks and large public enterprises.

As Customer Operations Leader, you will shape and run global operational programs that support exceptional customer experiences. This director-level position brings together product operations, customer experience engineering, technical enablement, and organizational development. It is a strong fit for someone who enjoys working across people, process, and technology to remove friction and scale impact.

What You Will Do

• Lead the strategy and day-to-day execution of worldwide customer operations initiatives.
• Build and expand operations and enablement programs that support technical, customer-facing teams across the full customer journey.
• Use customer feedback as a strategic input by turning frontline insight and customer data into product improvements and adoption actions.
• Apply AI and operational tooling to create measurable efficiency gains while also improving the customer experience and self-service support.
• Recruit, coach, and manage a high-performing Customer Engineering and Support operations team with clear goals and a consistent operating rhythm.
• Own internal and external knowledge management and technical documentation programs to raise content quality and improve self-service capability.
• Work closely with GTM, Product, and Product Marketing on feedback loops, launch preparation, and enablement.
• Define, track, and improve customer operations metrics to drive accountability and growth.
• Partner on team structure, career progression, culture, and broader talent initiatives for the CES organization.

What Plaid Is Looking For

• Deep experience scaling operations and enablement across technical customer-facing functions such as Technical Account Management, Sales Engineering, or Professional Services.
• Proven ability to build Voice of Customer programs that influence product direction and customer adoption, not just reporting dashboards.
• Demonstrated success using AI and operational tools to improve efficiency and reduce customer friction.
• At least 8 years of experience in customer operations, support operations, or product operations in a leadership capacity.
• Strong program management skills across large, cross-functional initiatives.
• Excellent communication and change management abilities, with comfort moving between frontline detail and executive-level storytelling.
• A customer-first mindset aligned with Plaid’s operating principles.

Compensation and Benefits

The base pay range for this role is $127,680 to $270,000. Compensation may also include equity and/or commission, depending on the position offered. Plaid offers a comprehensive benefits package that includes medical, dental, vision, and a 401(k) plan. Pay and benefits may be adjusted over time in line with applicable compensation and benefit plan terms.

Equal Opportunity and Accessibility

Plaid is committed to equal employment opportunity and values a diverse workforce. The company does not discriminate on the basis of race, color, national origin, ethnicity, religion, sex, sexual orientation, gender identity or expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other protected status. Qualified candidates with criminal histories are also considered in accordance with applicable laws.

Plaid provides reasonable accommodations for candidates with disabilities during the hiring process. Applicants who need support with their application or interviews may contact [email protected].

Additional Information

Plaid encourages candidates to apply even if their background does not perfectly match every requirement, since valuable experience can come from work history as well as lived experience. The company’s mission is to expand financial freedom and help build a more equitable financial ecosystem.

Applicants should also note that the company maintains a Candidate Privacy Notice, and the compensation and benefits described above are subject to change.