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Head of Customer Operations (SF)

 

Head of Customer Operations (SF)

San Francisco | California | United States

About Pinterest:

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. As a Pinterest employee, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping users make their lives better in the positive corner of the internet.

Pinterest is looking for a Head of Customer Operations. Our team is responsible for helping solve issues from our customers and creators, building a sustainable way to provide insights from customer issues, and develop our online community to create an inspirational forum to help our customers and creators learn from each other. The right candidate will be an experienced leader who loves to coach and develop individuals, aligning to their strengths, and who will be energetic, and passionate with a strategic voice. The Head of Customer Operations will closely partner with cross-functional leadership in Product, engineering, and sales. In this role, you’ll oversee regional managers, support, and product specialists as well as program and community managers. This is a multi-faceted, fast-paced job in a start-up environment so flexibility, a data-driven mindset, a strong work ethic, and a good sense of humor are a must.

The Customer Operations team sits within the Customer Success organization. Customer Success delivers through operational excellence and technical expertise to streamline our customer lifecycle and drive continuous improvement to scale. We work to understand, automate, and scale cross-functional workflows. We are responsible for measuring process effectiveness, making our business more efficient with consistent execution while embarking on building the next generation of data-driven operations.

What you'll do:

  • Advance the strategy and execution of the Customer Operations team, partnering with Product and Engineering to ensure that we continuously improve our products
  • Take a data-driven approach to help understand and influence the customer experience, the business impact of our customers, and ease of executing our products. 
  • Plan, implement and optimize agile, scaled 24/7 support models including utilizing outsourced workforces and knowledge base management
  • Manage and communicate processes and metrics to enable highly transparent, credible and impactful functions
  • Manage and coach your team to have big results through career, skill and personal development

What we're looking for:

  • 12+ years of relevant work experience within operations, analytics, and strategy for organizations
  • 8+ years of people management experience
  • A structured and detail-oriented thinker. You’re as comfortable solving conceptual problems and creating frameworks to refine a team’s thinking as you are getting into the weeds to understand how things work
  • Strong communication skills. You can move seamlessly between conversing with engineers or frontline ops employees and lead presentations with senior executives
  • Solid technical foundation with relevant experience in Display/Mobile/shopping advertising technologies 
  • Adept at modeling business cases for resource planning and feature improvements
  • Entrepreneurial self-starter. You thrive in a fast-moving environment and are independently capable of seeking information, corralling resources, and delivering results without waiting for direction
  • Bachelor’s degree required, MBA preferred

 

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We’re looking for all kinds of people


To build an app that’s used and loved by people all around the world, we need a team with all kinds of different perspectives, experiences and backgrounds.

To put it legally: Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. Pinterest policy prohibits unlawful discrimination based on race, color, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), or any other consideration made unlawful by applicable federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Pinterest is committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of Pinterest and prohibits unlawful discrimination by any employee of Pinterest.

Pinterest is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accessibility@pinterest.com.

Pinterest will consider qualified applicants with arrest and conviction records for positions in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.

Pinterest also participates in the E-Verify program in certain locations, as required by law. See https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf