Director, Customer Care Product Operations

About the position

We are seeking an experienced leader to execute the strategic direction of our Customer Care organization through our product Operations Team. This is not a traditional Care role—this leader will work deeply embedded in product, helping shape customer-centric experiences by integrating customer insights, agent feedback, transactional communications, and user research directly into product development. This role also drives Care AI automation strategy, and is pivotal in building a future-forward, scalable, and efficient support organization. This position is hybrid in person at our Mountain View HQ offices. The US base salary range for this full-time position is $216,000 - $264,000 + equity + benefits.

Responsibilities

• Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution.
• Define automation use cases, KPIs, and optimize adoption across all support channels.
• Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals.
• Lead Customer Care’s product integration strategy to embed CX into every product and operational decision.
• Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support.
• Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution.
• Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement.
• Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research.
• Define high-priority UR initiatives aligned to business goals that product operations will take on.
• Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale.
• Define and lead the vision for proactive support to reduce downstream volume and improve CX.
• Identify top contact drivers and design upstream solutions (human + tech-based) to prevent issues.
• Run proactive tests and scale successful initiatives that reduce support workload and drive efficiency.
• Own lifecycle and transactional communication, partnering with Product and leveraging platforms like Braze, led by product specialists.
• Ensure comms are insight-driven, tested, and optimized for clarity, conversion, customer and business value.
• Define and operationalize metrics that measure customer value, friction, and care excellence.
• Scale a high-impact Product Operations function that acts as the voice of the customer across the org.

Requirements

• Deep passion for customers and a strong belief in the power of care as a product differentiator.
• 8+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy.
• Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience.
• Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems.
• Demonstrated ability to build and scale user research and feedback loops into product pipelines.
• Outstanding analytical and problem-solving skills; data-driven decision-making is a must.
• Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations.
• Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX.
• Excellent communication and collaboration skills—especially in high-ambiguity environments.
• Strategic thinker with operational rigor; balances long-term vision with near-term execution.
• Tenacious, optimistic, and resilient in the face of change and challenge.