Customer Operations Leader, Plaid
$121.3-270k
Data network powering the tools millions of people rely on to live a healthier financial life
Be an early applicant
Data network powering the tools millions of people rely on to live a healthier financial life
1001+ employees
Be an early applicant
$121.3-270k
1001+ employees
Company mission
To unlock financial freedom for everyone.
Role
Who you are
- 8+ years in customer operations, support operations and/or product operations
- Proven track record building or scaling operations/enablement teams that support technical, customer-facing functions (Support, Sales Engineering, Technical Account Management, Professional Services) with measurable impact on efficiency, quality, and customer outcomes
- Strong program management skills: experienced in setting roadmaps, prioritizing across stakeholders, and driving complex cross-functional initiatives end-to-end
- Experience owning or heavily influencing technical enablement, product roadmaps and sprint planning
- Comfort working with data, tooling, and AI
- Excellent communication, cross-functional and change management skills; able to context-switch between frontline detail and executive-level narrative and get buy-in across multiple stakeholders
- A customer-first approach grounded in Plaid’s principles
- We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!
What the job involves
- The Customer Engineering & Support (CES) Operations team sits at the center of how we scale world-class customer experiences
- As the CES Operations Leader, you will own the strategy and execution of CES Ops globally
- You’ll lead a team that spans across product operations, customer experience engineering, technical enablement, and org development
- You’ll partner closely with leaders in CES, Product, Engineering, and GTM to improve customer outcomes, efficiency, and quality across our customer-facing teams
- Hire, lead, and develop a high-performing CES Ops team through clear vision, goals, operating cadence, and standards for excellence
- Develop learning programs that keep this organization on the cutting edge of our field – from AI adoption, technical proficiency, industry knowledge and professional skill development
- Own technical documentation and knowledge programs internally and externally using data from front-line teams, tickets and customer interactions to improve content and deflection
- Align with GTM, Product and Product Marketing on product launch strategies, readiness criteria, enablement plans,
- Lead a “Voice of Customer” program using insights from all CES teams and customer feedback to drive technical improvements in our product areas and increase product adoption
- Guide our CES Ops Engineering team to improve efficiency of the CES team using AI, closing workflow gaps, prioritizing tooling and self-service in partnership with CGX, Product Areas and others
- Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) with an operating cadence that drives continuous improvement
- Own the project management (from vendor selection, compliance, project plan, rollout, adoption, measurement, etc.) of new tooling and experiments
- Partner on org design and development for CES including role clarity, in-person connection, career paths, and talent programs that support a high-performing, inclusive, and scalable organization
Our take
Plaid builds infrastructure that allows consumers to interact with their bank account on the web through a number of third-party applications, like Venmo, Robinhood, Coinbase, Acorns and LendingClub.
Plaid has integrated with over 12,000 financial institutions in the US, Canada, the UK and Europe. And about a quarter of people living in North America with bank accounts have linked with Plaid through at least one of the hundreds of apps that leverage Plaid’s application program interfaces (APIs).
The platform allows companies to create financial services applications without having to hire their own team of engineers to build out a tool that connects apps to its users’ bank accounts. This is very valuable in a world where there are increasing number of fintechs, so the demand for Plaid's services are only going to grow.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2025
$575m
LATE VC
Apr 2021
$425m
SERIES D
Total funding: $1.3bn
Company benefits
- Vibrant offices in SF, NYC, and Raleigh-Durham—with catered meals, happy hours, and clubs to keep you connected
- Competitive pay, comprehensive health benefits, and support for fertility, mental health, and parental leave
- Lifestyle perks including home office stipends, daycare support, and commuting benefits like CitiBike and Lyft
Company HQ
SoMa, San Francisco, CA
Leadership
Zach Perret
(Co-Founder & CEO)Previously, Zach was a Consultant at Bain and a Research Fellow and Trustee at Duke before co-founding Plaid ion 2012.
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