At NerdWallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well-being, development, and ability to make an impact because when one Nerd levels up, we all do.

We’re looking for a Director, User Operations to lead the transformation of NerdWallet’s customer support through AI, redesigning how we resolve customer issues, scale service, and improve satisfaction.

In this role, you’ll oversee both the strategic vision and day-to-day operations of our customer support organization, guiding it through a period of innovation and growth. You’ll inherit a strong foundation with established processes, clear metrics, and a high-performing team, and have the opportunity to elevate our support ecosystem through automation and the thoughtful application of emerging AI technologies.

You’ll set direction and empower a talented group of customer service professionals and technical specialists to redefine how we deliver support. As the bridge between operational excellence and cutting-edge AI innovation, you’ll collaborate with cross-functional partners to ensure our systems evolve in step with the business. Success will be measured through improvements in customer satisfaction, resolution times, and operational efficiency.

This role reports to the Director, Engineering.

Where you can make an impact:

• 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.

Your experience:

• 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.

Where:

• This role will be remote (based in the U.S.).

• We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well being of you and your family.

What we offer:

Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?)

• Industry-leading medical, dental, and vision health care plans for employees and their dependents

• Rejuvenation Policy – Flexible Vacation Time Off + 11 holidays + holiday company shutdown

• 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 after 5 years 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 (Only remote Nerds are eligible for the Wifi Stipend)

• Work from home equipment stipend and co-working space subsidy (Only remote Nerds are eligible for these stipends)

Have Some Fun! (Nerds are fun, too)

• 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

Plan for your future (And when you retire on your island, remember the little people)

• 401K with 4% 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

If you are based in California, we encourage you to read this important information for California residents linked here.

NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment.

NerdWallet will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and the San Francisco Fair Chance Act, which requires this notice, as well as the Los Angeles Fair Chance Act, which requires this notice.

NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see:

• E-Verify Participation Poster (English+Spanish/Español)

• Right to Work Poster (English) / (Spanish/Español)

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