Senior Director, Consumer Operations
Overview
The Senior Director, Consumer Operations will lead the strategy, execution, and innovation across Nerdy’s customer retention, re-engagement, and support operations, driving long-term engagement, churn reduction, and customer lifetime value 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, Data Science, or related quantitative field.
10+ years of leadership experience across customer success, retention, support operations, or marketplace strategy in a tech-forward environment.
Demonstrated expertise with tools like SQL, Python, or R to analyze complex data sets and derive actionable insights.
Deep knowledge of two-sided marketplaces, including supply/demand dynamics and lifecycle optimization.
Proven experience owning a P&L and optimizing customer LTV through operational strategies.
History of driving automation and AI/ML innovation within support or customer operations.
Strong cross-functional collaboration with Product, Engineering, and Marketing leaders.
Preferred:
MBA or equivalent executive-level training.
Experience managing high-scale, tech-enabled consumer support and engagement functions.
Familiarity with CRM, lifecycle marketing, and personalization platforms.
Background in developing internal tools or systems that boost retention and fulfillment efficiency.
Proven track record of mentoring and developing senior leaders in high-growth environments.
Responsibilities
Marketplace Retention & Engagement Strategy
Develop and execute strategies across onboarding, activation, engagement, and win-back to improve retention and customer lifetime value.Technology-Enabled Operations
Lead the use of automation and AI across customer operations, including churn prediction models, re-engagement systems, and intelligent routing.Customer Lifecycle Optimization
Use segmentation and behavioral analytics to design personalized experiences and messaging for engagement, upsell, and reactivation.Cross-Functional Alignment
Collaborate closely with Product, Marketing, and Revenue Operations to ensure consumer operations strategy supports the broader roadmap.Organizational Leadership & Development
Lead and scale a high-performance team; implement coaching frameworks, succession planning, and role clarity to grow future leaders.P&L Ownership & Strategic Planning
Own the Consumer Operations P&L; make resource and prioritization decisions grounded in financial and customer impact.Executive & Board-Level Communication
Provide data-driven insights and long-term strategies to senior executives and Board members with confidence and clarity.
Leadership & Culture Expectations
You will embody and promote Nerdy’s leadership principles:
Goes Deep: Personally engage with operational metrics, audits, and system behavior to root out insights.
Delivers Results: Translate strategic initiatives into operational results on time and on target.
Bias for Action: Build and prototype solutions quickly, even amid uncertainty.
Builds Teams: Hire, mentor, and promote talent while fostering succession plans.
Builds Trust & Communicates Openly: Share openly, lead with humility, and model transparent decision-making.
Thinks Big & Innovates: Design solutions that fundamentally transform our customer experience.
Is Apolitical: Stay focused on driving mission-aligned, customer-centric outcomes.
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).
