Director of User Operations

About Quizlet:
Inspired by our belief that anyone can learn anything and powered by our own curiosity, we build the smartest tools we can imagine to help students learn.  
Quizlet is the popular, global learning platform and app that millions of students, teachers and everyday people use to study any subject imaginable for school, work or as part of their personal interests -- including two-thirds of high school students and half of all college students in the US. Combining cognitive science and machine learning, Quizlet guides students through adaptive study activities to confidently reach their learning goals.
Valued at $1 billion, Quizlet has raised over $60 million in venture capital from investors including Icon Ventures, Union Square Ventures, General Atlantic, Costanoa Ventures, Owl Ventures, and Altos Ventures.  
To serve our global community of learners, our teams tackle lofty technical challenges and design for use cases across cultures and languages. We work hard, act like owners, and collaborate every chance we get. We’re energized by the potential to power more learners through multiple approaches and various tools.

About the Team:
The User Operations team at Quizlet is a multidisciplinary group committed to delivering exceptional experiences to our global user base. We operate at the intersection of service, technology, and content, and we believe that seamless, scalable, and thoughtful support is foundational to user trust and product success. Our team includes experts in support delivery, policy enforcement, automation, systems infrastructure, and content strategy. We work closely with Product, Engineering, Legal, Finance, and external partners to ensure that our users receive timely, relevant, and high-quality support across every interaction. We thrive on collaboration, continuous improvement, and a shared mission to elevate the overall Quizlet user support experience.
About the Role:
We are seeking a forward-thinking, strategic leader to own and evolve Quizlet’s user experience operations by driving a clear vision across support strategy, policy enforcement, content, systems, and AI-powered automation. This role brings together multiple critical functions—including Support Operations, Self-Service, Policy Enforcement, Content & Help Center Strategy, System Infrastructure, and AI Solutions—under one unified leadership.
The ideal candidate is a systems thinker with a strong strategic mindset and a passion for building future-ready experiences. You will lead the development and execution of a long-term roadmap that connects user needs to organizational outcomes, driving operational excellence through data, technology, and process design.
As a senior leader within the User Operations department, this role reports to the Chief Product Officer and is responsible for managing both direct and vendor teams, including full-time employees and contractors.
We’re happy to share that this is an onsite position. To help foster team collaboration, we require that employees be in the office at a minimum of three days a week: Monday, Wednesday, and Thursday and as needed by your manager or the company. We believe that this working environment facilitates increased work efficiency, team partnership, and supports growth as an employee and organization.

In this role, you will:

• Define and drive the strategic roadmap across all operational pillars—human support, automation, policy enforcement, systems, and content—to improve user experience and operational scalability
• Lead and inspire a high-performing team of managers, leads and specialists across support, content, policy enforcement, and technical operations
• Shape and evolve our Policy Enforcement function, including Trust & Safety and Legal workflows, to ensure safe and scalable operations
• Develop the content strategy across self-service channels (Help Center, Chatbot, Macros, etc.), ensuring scalability, localization, and SEO performance
• Lead the vision and execution for support system infrastructure, including taxonomy design, data governance, and architecture to power analytics, reporting, and operational insights
• Establish and track OKRs and KPIs aligned to company goals, leveraging dashboards and reporting to drive decisions and communicate progress
• Foster a culture of quality assurance and continuous improvement across all support channels
• Create feedback loops to capture user sentiment, CSAT, and product insights through tooling and strategic reporting infrastructure
• Partner with the Finance team to maintain and evolve our support financial model, enabling better investment decisions, cost visibility, and outcome tracking
• Scale support for a global user base, including localization strategies and time zone coverage
• Manage and strengthen partnerships with outsourcing partners and AI/automation vendors to enable cost-effective and high-impact operations
• Represent User Operations in cross-functional strategic discussions with Product, Legal, Finance, and Engineering

What you bring to the table:

• 10+ years of people management experience, including remote and vendor team oversight
• Demonstrated success in defining and executing cross-functional operational strategies at scale
• Strategic thinker with strong ownership, data fluency, and vision-setting capabilities
• Proven experience architecting support systems and infrastructure, including taxonomy, workflow automation, and reporting frameworks
• Passion for leveraging automation and AI to improve user experience and operational efficiency
• Deep understanding of policy enforcement, content strategy, and system design
• Exceptional communication and cross-functional collaboration skills

Bonus points if you have:

• Experience with global support operations and 24/7 coverage models
• Background in analytics, reporting infrastructure, or data tools (e.g., BigQuery, Looker)
• Familiarity with Zendesk, Survicate, GPT-based automation, or similar platforms

Compensation, Benefits & Perks:

• Quizlet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Salary transparency helps to mitigate unfair hiring practices when it comes to discrimination and pay gaps.  Total compensation for this role is market competitive, including a starting base salary of $150,000 - $250,000, depending on location and experience, as well as company stock options
• Collaborate with your manager and team to create a healthy work-life balance
• 20 vacation days (and we expect you to take them!)
• Competitive health, dental, and vision insurance (100% employee and 75% dependent PPO, HMO, VSP Choice)
• Employer-sponsored 401k plan with company match
• Access to LinkedIn Learning and other resources to support professional growth
• Paid Family Leave, FSA, HSA, Commuter benefits, and Wellness benefits
• 40 hours of annual paid time off to participate in volunteer programs of choice

We strive to make everyone feel comfortable and welcome! We work to create a holistic interview process, where both Quizlet and candidates have an opportunity to view what it would be like to work together, in exploring a mutually beneficial partnership.We provide a transparent setting, that gives a comprehensive view of who we are!  

In Closing:
We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements. Quizlet is always looking for amazing folks that believe in our mission and can contribute to our team in various ways - not merely candidates that fit a certain mold.
We have a bias for action, take initiative, and take pride in delivering results. We make informed decisions whenever possible but are unafraid to take calculated risks on great ideas to promote learning. We embrace challenges and see effort as the path to mastery. We’re constantly seeking opportunities to learn and we embrace curiosity. Quality matters at Quizlet, and we hold the bar high on everything we do. We treat each other with honesty and respect, encourage vigorous debate, and seek critical feedback. We value diversity, humility, transparency, and collaboration as the best paths to our success — as individuals, as a team, and as a company.
Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity, and inclusion. We are actively working to build a team that is representative of the diverse communities we serve, and an open, inclusive work environment where all employees can thrive. As an equal opportunity employer and a tech company committed to societal change, we welcome applicants from all backgrounds. Women, people of color, members of the LGBTQ+ community, individuals with disabilities, and veterans are strongly encouraged to apply. Come join us!
To All Recruiters and Placement Agencies:At this time Quizlet does not accept unsolicited agency resumes and/or profiles. Please do not forward unsolicited agency resumes to our website or to any Quizlet employee. Quizlet will not pay fees to any third-party agency or firm nor will it be responsible for any agency fees associated with unsolicited resumes. All unsolicited resumes received will be considered the property of Quizlet.