Director, Consumer Business Operations (Customer & Tutor Support)
Overview
The Director, Consumer Business Operations will lead and evolve Nerdy’s high-volume Customer and Tutor Support operations. This role drives excellence across workflows, automation, and service quality—enhancing customer retention, reducing churn, and optimizing cost-to-serve across our two-sided marketplace.
About Nerdy
Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions.
Nerdy is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com/.
Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building:
Qualifications
Required:
Bachelor’s degree in Computer Science, Engineering, Information Systems, Business Analytics, or a related quantitative field.
8–10+ years of experience in customer operations, support, or fulfillment within high-volume, tech-enabled environments.
Strong data fluency with tools such as SQL, Excel, Looker, or similar—able to independently identify trends and root causes.
Experience leading AI-based tools and automation initiatives (e.g., chatbots, routing systems, or workflow logic).
Demonstrated ability to manage and scale teams of 50+ across support channels (chat, email, SMS, escalation).
Proven success managing cost-to-serve while upholding CSAT and resolution KPIs.
Process improvement and change management capabilities with a simplification and scale mindset.
Strong stakeholder management and communication skills.
Preferred:
Familiarity with AI technologies such as NLP, predictive analytics, and intelligent routing.
Experience in two-sided marketplaces or consumer SaaS operations.
Background in WFM, contact volume forecasting, or operational analytics modeling.
Responsibilities
Strategic & Operational Leadership
Define the support operations roadmap, balancing high-efficiency automation with personalized human support to optimize LTV and CX.AI & Automation Enablement
Partner with Product, Engineering, and Data Science to build and iterate chatbots, intelligent routing logic, and self-service features that scale with quality.Performance & Cost Management
Own support KPIs including survival rates, CSAT, resolution time, and contact deflection. Build and maintain accurate forecasting and workforce models.Customer Impact & Retention
Act as the operational feedback loop between support and product teams. Implement early detection systems to mitigate churn risk through proactive engagement.People Leadership
Lead a team of 3–5 L6 managers and oversee a department of ~60–80. Develop rising leaders and instill a culture of accountability, curiosity, and customer-first thinking.
Leadership & Culture Expectations
You will embody and promote Nerdy’s leadership principles:
Goes Deep: Personally engage with metrics, audits, and data, ensuring you understand the "why" behind performance variances.
Delivers Results: You move from strategy to execution quickly, ensuring timelines and quality stay high—even in ambiguity.
Bias for Action: You experiment, prototype, and adjust quickly. You make the call when the path isn’t fully clear.
Builds Teams: You prioritize talent development, succession planning, and cross-functional collaboration.
Builds Trust & Communicates Openly: You lead with transparency, humility, and clarity.
Thinks Big & Innovates: You challenge the status quo, bring fresh ideas, and embrace emerging technologies.
Is Apolitical: You stay focused on mission-aligned outcomes, not distractions or unrelated causes.
You can learn more about all of our Leadership Principles and culture here.
Unlock Your Full Potential at Nerdy:
At Nerdy, we’re not just transforming education—we’re transforming your life. Our benefits package is built with a forward-thinking, “focus on you” mindset, so you can be your healthiest, happiest, and yes, most super-human self. Here’s a snapshot of what we offer:
Competitive Compensation: Enjoy a competitive salary paired with equity (RSUs) so you can be an owner in our success.
Comprehensive Healthcare: Choose from top-tier medical, dental, vision, and life insurance plans designed to keep you and your family covered.
Retirement Made Simple: Benefit from our 401(k) plan with an immediate company match—no vesting delays!
Family First: Generous maternity, paternity, and adoption leave ensure you have the support you need at life’s big moments.
Flexible Time Off: Our flexible PTO lets you recharge on your own terms and when you need it the most.
Continuous Learning: Get a free, all-inclusive learning membership for you and your household—including 1-on-1 tutoring hours, unlimited on-demand classes, and access to our full suite of learning products and services.
Supercharge with AI: Gain exclusive access to cutting-edge AI tools that boost your productivity, making you feel almost super-human (cape not included).
