Director, Customer Care Product Operations Jobs

EarnIn

Location:
United States, Mountain View

Category:
Customer Service

Contract Type:
Not provided

Salary:

216000.00 - 264000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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
7+ 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

What we offer:

equity
benefits

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Director, Customer Care Product Operations