[Remote] Director, User Operations at NerdWallet

Los Angeles, California, United States

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$140,000 – $251,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, TechnologyIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

AICustomer SupportChatbotsVoice AIAutomated RoutingCustomer Service OperationsStrategic PlanningCross-Functional CollaborationMetricsProcess Design

Questions & Answers

Common questions about this position

What is the salary range for the Director, User Operations role?

The salary range is $140K - $251K.

Is this position remote?

Yes, this is a remote position. NerdWallet supports remote work and how you thrive best, whether remote or in-office.

What key skills are needed for this role?

The role requires expertise in AI-powered customer service strategy, data and AI for operations transformation, technical innovation like conversational AI and machine learning, and balancing automation with human expertise.

What is the company culture like at NerdWallet?

NerdWallet has an inclusive, flexible, and candid culture where you're empowered to grow, take smart risks, and be yourself. They invest in your well-being, development, and impact, supporting remote or in-office work.

What makes a strong candidate for this Director role?

A strong candidate will have experience leading customer support transformations with AI, managing high-performing teams, and collaborating cross-functionally, especially with experience in a strong foundation of processes and metrics.

NerdWallet

Financial guidance platform for personal finance

About NerdWallet

NerdWallet helps individuals make informed financial decisions by providing resources and tools for comparing credit cards, mortgages, personal loans, and insurance. The platform is user-friendly, featuring calculators and educational content that simplify complex financial concepts. Unlike competitors, NerdWallet operates on an affiliate marketing model, allowing it to offer services for free while earning revenue through partnerships with financial institutions. The company's goal is to empower consumers to manage their finances better by providing clear and comprehensive information.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$67.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Health and wellness

Retirement support

True work-life balance

Career development

Employee resource groups

Employee engagement

Risks

Next Door Lending's past compliance issues pose potential regulatory risks for NerdWallet.

Affiliate marketing reliance may be threatened by shifts in financial institutions' budgets.

Intensifying competition in personal finance could erode NerdWallet's market share.

Differentiation

NerdWallet offers personalized, unbiased financial advice to empower consumer decision-making.

The platform integrates financial tools and expert content for comprehensive financial guidance.

NerdWallet's user-friendly design simplifies complex financial concepts for a broad audience.

Upsides

Growing demand for financial literacy tools boosts NerdWallet's user engagement.

Partnerships with fintech firms enhance NerdWallet's comprehensive financial solutions.

Rising interest in ethical investing aligns with NerdWallet's tailored advice offerings.

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