Director of User Operations

Job Description

About Quizlet: At Quizlet, our mission is to help every learner achieve their outcomes in the most effective and delightful way. We’re a $1B+ learning platform used by two-thirds of U.S. high school students and half of college students, powering over 1 billion learning interactions each week. We blend cognitive science with machine learning to personalize and enhance the learning experience for students, professionals, and lifelong learners alike. We’re energized by the potential to power more learners through multiple approaches and various tools. Let’s Build the Future of Learning Join us to design and deliver AI-powered learning tools that scale across the world and unlock human potential. 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 in our San Francisco office. 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 that we expect you to take!
• 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

Why Join Quizlet? 🌎 Massive reach: 60M+ users, 1B+ interactions per week 🧠 Cutting-edge tech: Generative AI, adaptive learning, cognitive science 📈 Strong momentum: Top-tier investors, sustainable business, real traction 🎯 Mission-first: Work that makes a difference in people’s lives 🤝 Inclusive culture: Committed to equity, diversity, and belonging 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: At Quizlet, we’re excited about passionate people joining our team—even if you don’t check every box on the requirements list. We value unique perspectives and believe everyone has something meaningful to contribute. Our culture is all about taking initiative, learning through challenges, and striving for high-quality work while staying curious and open to new ideas. We believe in honest, respectful communication, thoughtful collaboration, and creating a supportive space where everyone can grow and succeed together.” Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity, and inclusion. 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. Apply for this job