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 with a strong technical and analytical foundation, ideally with a background in computer science, data science, engineering, or a related quantitative field. The ideal candidate combines organizational leadership with the ability to personally build, analyze, and improve operational and strategic models. They should be confident accessing and analyzing data to answer complex operational questions, and comfortable experimenting with emerging AI technologies to prototype tools and processes that enhance fulfillment and customer retention.

This person 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. They must demonstrate success leading multi-disciplinary teams across Product, Marketing, and Operations, and have a track record of deploying scalable solutions that increase engagement and drive LTV expansion.

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. 

• Q4-2024 Shareholder Letter

• Q3-2024 Shareholder Letter

Qualifications:

• • Bachelor’s degree in Computer Science, Engineering, Data Science, or a related quantitative field. MBA or equivalent experience a plus.
  • 10+ years of leadership experience across customer success, retention, support ops, or marketplace strategy in a tech-forward environment.
  • Demonstrated ability to personally analyze data, build models, and uncover actionable insights using tools like SQL, Python, R, or similar.
  • Deep expertise in two-sided marketplaces, including supply/demand optimization and user lifecycle management.
  • Proven track record of P&L ownership, with a focus on LTV optimization and cost-efficient customer operations.
    
    
  • Strong product intuition and history of successful collaboration with Product & Engineering teams.
  • Experience with AI/ML-powered tools (e.g., predictive analytics, chatbots, recommendation engines) in customer support or engagement.
  • Demonstrated ability to develop and execute re-engagement, win-back, and retention strategies at scale.
  • Comfortable engaging executive teams and Boards with data-driven insights and strategic planning.

  Preferred:

  • Experience leading high-volume, consumer-facing operations with a strong automation and fulfillment lens.
  • Background in designing and implementing AI-based tools for personalization, support, or operational efficiency.
  • Familiarity with CRM, segmentation, and lifecycle marketing platforms.
  • Clear record of mentoring and developing senior leaders in a high-growth, tech-enabled environment.

Responsibilities:

Marketplace Retention & Engagement Strategy

• Develop and drive a comprehensive retention and re-engagement strategy to improve customer LTV and reduce churn.
• Build and iterate lifecycle strategies across onboarding, activation, engagement, and win-back touchpoints.
• Partner with cross-functional leaders (Product, Marketing, RevOps) to align retention initiatives with product roadmap and customer journey improvements.

Technology-Enabled Customer Operations

• Lead automation and AI-driven innovation across support and re-engagement functions to drive efficiency and improved CX.
• Collaborate with Data Science and Engineering to enhance churn prediction, early warning systems, and intelligent routing.
• Personally prototype or guide the development of internal tools using emerging technologies to reduce manual effort and increase operational leverage.

Customer Lifecycle Optimization

• Use data to deeply understand customer behavior and design segmented strategies for engagement, upsell, and retention.
• Continuously improve targeting, messaging, and incentive strategies to extend customer relationships and drive reactivation.
• Align operational investments with high-impact customer cohorts to improve margin while enhancing CX.

Leadership & Business Impact

• Operate as a trusted advisor to senior executives, providing analytical insights and strategic plans backed by hands-on modeling and experimentation.
• Own the Consumer Operations P&L; drive resource allocation and prioritization decisions based on ROI and customer impact.
• Lead, coach, and develop senior managers; create succession plans and build a high-performance team culture.
• Maintain focus on Nerdy’s mission to improve learning outcomes while balancing scale, automation, and humanity in the customer experience.

 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.