Senior Director, Consumer Operations
Nerdy is seeking a Senior Director, Consumer Operations to lead and optimize our customer retention, re-engagement, and support functions across our two-sided marketplace. This leader will oversee the full customer lifecycle, with a focus on maximizing engagement, reducing churn, and driving long-term customer lifetime value.
This role requires a strategic operator who thrives in a high-growth, fast-paced environment and is equally comfortable in deep operational execution, cross-functional collaboration, and C-suite-level strategic discussions. The ideal candidate will have a strong background in two-sided marketplaces, technology-driven customer operations, and cross-functional leadership across Product, Marketing, and Operations to create scalable solutions that drive customer retention, re-engagement, and long-term business growth.
Additionally, this leader will be responsible for developing and mentoring senior leaders within their organization, ensuring alignment and execution across Consumer Operations. They will play a critical role in shaping the future of Nerdy’s marketplace strategy, balancing customer experience, automation, and business impact to drive sustainable growth at scale.
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; MBA or equivalent experience preferred.
10+ years of leadership experience in customer success, retention, support operations, or marketplace strategy within a high-growth environment.
Deep expertise in two-sided marketplaces—strong understanding of supply-demand balance, user engagement, and lifecycle optimization.
Technology & Product Collaboration—demonstrated success partnering with Product & Engineering teams to develop and scale customer-centric solutions.
P&L Ownership—proven track record of managing a customer success or operations P&L, optimizing cost-to-serve while enhancing customer engagement and retention.
AI & Automation Expertise—hands-on experience implementing chatbots, predictive retention analytics, and automation tools to drive efficiency and engagement.
Customer Lifecycle & Re-Engagement Strategy—strong ability to develop and refine retention, re-engagement, and win-back strategies to extend customer lifetime value (LTV).
Strategic Leadership & Executive/Board-Level Influence—comfortable working with executive teams, board members, and cross-functional leaders to shape retention and engagement strategies.
Extensive experience in consumer-focused, high-velocity marketplaces—with a strong understanding of funnel dynamics, customer engagement strategies, and retention economics.
Background in high-volume, consumer-facing contact operations—with expertise in scaling support, automation, and retention initiatives in a fast-moving environment.
Proficiency in CRM, customer segmentation, and lifecycle marketing tools—with a focus on optimizing customer re-engagement and win-back efforts.
Experience leading large-scale, AI-driven customer experience programs—leveraging automation, machine learning, and analytics to drive retention and lifetime value.
Responsibilities:
Marketplace Retention & Engagement Strategy
Lead the evolution of customer retention and re-engagement strategies, focusing on long-term customer lifetime value, win-back efforts, and reducing friction in the user experience.
Drive continuous improvement in how we engage customers post-conversion, ensuring that every touchpoint—from onboarding to long-term retention—delivers a seamless, high-impact experience.
Work cross-functionally with Product, Marketing, and Operations to align retention initiatives with product enhancements, automation, and customer engagement strategies.
Technology-Enabled Customer Operations
Own and continuously improve customer support and re-engagement functions, ensuring that AI-driven automation, chatbots, and intelligent routing evolve to meet changing customer needs.
Refine the use of predictive analytics and machine learning models to proactively reduce churn, identify high-value customer segments, and drive personalized engagement.
Collaborate with Data Science & Engineering to enhance retention models and early warning systems, ensuring a proactive approach to customer lifecycle management.
Customer Lifecycle Optimization & Re-Engagement
Develop and iterate on win-back and re-engagement strategies, ensuring we have effective mechanisms to bring customers back after lapses in engagement.
Improve segmentation and targeting models to deliver the right messaging and incentives at the right time, extending customer relationships.
Partner with Revenue, Finance, and Marketing to test and refine pricing, incentives, and customer journey enhancements that improve retention and maximize lifetime value.
Leadership & Business Influence
Act as a strategic partner to senior leadership and the executive team, providing data-driven insights and recommendations on customer lifecycle, retention, and re-engagement strategies.
Own the retention & engagement P&L, ensuring investments are focused on high-impact initiatives that balance cost efficiency with meaningful customer outcomes.
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:
Competitive Salary and Equity (Restricted Stock Units) in the company
Healthcare Plans (Medical, Dental, Vision, Life)
401k Company Matching Plan (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.
