Customer Engineering and Support Operations Leader

Role Overview

• 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