Customer Engineering and Support Operations Leader
Plaid
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $121,296 - $214,800 per year
Job Level
About the role
- 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
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
program managementtechnical enablementdata analysisAI adoptionproject managementsprint planningcustomer operationssupport operationsproduct operationsenablement quality
Soft Skills
leadershipcommunicationcross-functional collaborationchange managementcustomer-first approachorganizational developmentteam developmentvision settinggoal alignmentstakeholder management