Director, Consumer Business Operations (Customer & Tutor Support)
Nerdy is seeking a Director, Consumer Business Operations (Customer & Tutor Support) to lead the strategic evolution of our high-volume support functions. This leader will drive operational excellence, scale AI-powered automation, and optimize workflows to deliver seamless, high-quality customer experiences at scale. The role is pivotal in maximizing customer retention, improving survival rates, and reducing cost-to-serve while maintaining best-in-class service quality. The ideal candidate has a proven track record of leading customer operations in fast-paced, high-growth environments, leveraging technology to drive efficiency, and consistently delivering results in ambiguous and evolving landscapes.
About Nerdy:
Nerdy (NYSE: NRDY) 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. Their proprietary platform leverages AI to personalize the experience for Learners of all ages —from kindergarten to professional—in academic, test prep, enrichment, and certification subjects. 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. 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:
Bachelor’s degree required; Master’s degree or MBA strongly preferred.
10+ years of experience in customer support, operations, or contact center leadership roles.
Proven track record of leading and scaling Tier 1 support teams (50+ employees) in high-volume, fast-paced environments.
P&L ownership experience with a focus on reducing cost-to-serve through AI automation while maintaining service excellence.
Deep expertise in AI-driven automation, chatbots, and self-service strategies—leveraging technology to streamline operations and enhance customer experience.
Retention & escalation management expert—proactively identifying and resolving customer issues to reduce churn.
Strong data analytics & forecasting skills—comfortable working with Excel, Looker, and operational KPIs (SQL a plus).
Process simplification & efficiency mindset—highly organized, with a track record of eliminating operational friction and optimizing workflows.
Exceptional strategic leadership & execution skills—capable of driving continuous improvement and ensuring operational excellence at scale.
Responsibilities:
Strategy & Vision: Define a customer support operations roadmap that scales AI-driven automation while preserving high-touch support where needed.
AI & Automation: Lead implementation of chatbot automation, workflow enhancements, and self-service features to reduce Tier 1 contacts and drive efficiency.
Performance Management: Own and optimize customer survival KPIs, CSAT, and operational efficiency metrics.
Operational Execution: Ensure world-class contact center performance across chat, SMS, email, and escalations.
P&L Optimization: Drive efficiency by reducing cost-to-serve without sacrificing experience quality.
Retention Impact: Align support operations with Nerdy’s retention goals, ensuring proactive customer issue resolution.
Team Leadership: Lead, mentor, and develop a high-performing team (3-5 L6 leaders, 60-80 total employees).
Leadership Principles & Culture:
Relentlessly Focuses on Customers - Tenaciously strives to earn and keep customer trust by listening for what customers need, carefully considering the context, and honors what we learn.
Comfortable with Ambiguity - Acts with limited information. Acknowledges that we are building a new future and will encounter unknowns, but forges ahead and does not allow progress to get blocked.
Acts as Owner - Acts on behalf of the company and owns decisions and, by extension, those of the team. Ensures that problems are solved correctly, not papered over or moved. Thinks long-term and doesn’t sacrifice long-term value for short-term results.
Simplifies - Not bound by how things work today and, when appropriate, seeks or invest alternative ways to solve problems. Has a bias toward simplification and when faced with complexity, identifies the right first step.
Intellectually Curious - Recognizes that continuous learning is a requirement and seeks out new ideas, new ways of thinking, and diverse opinions. Embraces learning from each other’s successes and, just as important, from each other’s failures.
Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.
Thinks Big: Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them.
Insists on High Standards: Recognizes that yesterday’s extraordinary is today’s ordinary. Identifies and articulates high standards and pushes themselves and the teams to reach them.
Bias for Action: Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances.
Builds Trust: Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it’s uncomfortable.
Goes Deep: Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what’s needed.
Has Conviction: Insists on having the conversation “in the room” and actively participates, even when it’s exhausting. Does not capitulate for the sake of consensus, nor “pocket vetos” decisions. Fully committed once a decision has been made.
Delivers Results: Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome.
Is Right, A Lot: Most decisions and suggestions prove to be correct, given a situation’s context, when judged over time.
Apolitical: Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.
Benefits:
Total Compensation Package including Competitive Salary and Equity (Restricted Stock Units) in the company.
Healthcare Plans (Medical, Dental, Vision, Life).
401k Company Matching Plan (with no vesting period!)
Maternity, Paternal, and Adoption Leave.
Remote Position.
Flexible PTO.
Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes).
Unique opportunity to help transform how the world learns!
Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
