Head of Customer Support Strategy & Operations

San Francisco, CA, United States

**Head of Customer Support Strategy & Operations**

at Nextdoor San Francisco, CA **#TeamNextdoor**

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 275,000 neighborhoods across 11 countries.

**Meet your Future Neighbors**

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional support, encompassing bringing products to life, customer education, advocacy, and community moderation.

**The Impact Youll Make**

We are seeking a Head for Customer Support Strategy & Operations who will be responsible for the service experience of our advertisers and neighbors. This is a leadership role on the Global Neighborhood Operations team. Your mission is to develop and manage a support network that is optimized to deliver a best-in-class support experience at scale. Our ideal candidate will be a self-directed, tech-savvy, hands-on, proactive, and results-oriented individual who can act as a player-coach capable of balancing strategy, day-to-day execution, and team management. If youre a structured thinker and an analytical problem-solver who excels at balancing strategy with execution, come join us!

Your responsibilities will include:

* Work collaboratively to establish the vision and strategic direction for support experience, outsourced vendor management, process improvement, and tools development

* Scale and manage a global support team to provide a world-class support experience to our neighbors and advertisers globally

* Develop solutions to raise the bar on performance by exploring process, tool and training opportunities to enhance both customer and agent experience

* Own the efficiency and quality balance of the CS operations - smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future

* Manage relationships with outsourced partners to ensure proper staffing and that those teams are hitting productivity and quality KPIs

* Build and retain a world-class team through providing mentorship, guidance, and career development

* Advance the strategy and execution of the NOPS team, partnering with Product, Revenue, and Engineering leadership to ensure that we continuously improve our products

**What Youll Bring To The Team**

* Passion for Nextdoors mission, supporting small businesses, and improving the user experience for customers

* 10+ years of experience in CS Operations with a track record of building amazing teams that deliver outstanding customer experiences at scale

* 8+ years managing people, with at least 2+ years managing geographically dispersed employees

* 5+ years onboarding and managing global, multi-location outsourced vendor services

* Preferred: 3+ years experience in digital advertising, including but not limited to technical troubleshooting, campaign optimization, and measurement

* Experience building a scaled operating model with people, tools, systems & processes improvements to drive efficiency and effectiveness across the customer lifecycle

* Experience building, managing and influencing relationships with senior stakeholders

* You have excellent communication skills, both written and verbal

* You're humble and are excited to work in an environment that values output, not reputation

* You will use your expert-level knowledge in digital advertising: campaign optimization, programmatic ad buying, and auction marketplace dynamics to handle escalations from the team

* Salesforce Service Cloud experience is strongly preferred

* Strong data literacy; able to turn data into actionable insights and recommendations

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Nextdoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is volunt