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Role Overview: In your role as Director, Customer Support Operations you will lead our customer support operations in India. This role will focus on day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs. Team Overview: The Student Advocacy Team (SAT) is a B2C support organization responsible for ensuring that Chegg customers are provided with the best customer care when our products or services fail to meet their expectations. We aim for quality, transparency, simplicity and convenience – providing help when and where needed. Responsibilities: • Manage the daily operations of our customer support and quality assurance teams, including hiring, training, and development • Implement standard operating procedures and quality frameworks for consistent service delivery • Lead the adoption and utilization of support systems and tools, including our omnichannel platform and quality monitoring solutions • Develop and monitor key performance indicators to track team performance and identify improvement opportunities • Demonstrated success building and managing quality assurance functions in customer support environments • Manage relationships with BPO partners to ensure service level agreements are met • Conduct data analysis using SQL, data visualization tools, and text analytics to generate actionable insights • Manage team capacity and scheduling to meet fluctuating support demands • Prepare and manage departmental budgets and forecasts Required: • 10+ years of experience in customer support operations, with at least 3-5 years in management roles • Experience scaling support teams to fit business needs • Experience managing customer support platforms and quality management tools • Ability to create decision-ready insights using SQL and reporting tools • Experience contracting and managing vendor/BPO relationships • Experience leveraging support metrics and managing agent and team lead performance • Bachelor's degree in business, operations management, or related field • Excellent English communication skills, both written and verbal Preferred Experience: • Experience in EdTech or subscription-based business models • Knowledge of AI-based support solutions and implementation experience • Experience with process improvement methodologies (Lean, Six Sigma) • Understanding of global support operations and best practices • MBA or related advanced degree About Chegg: Millions of people all around the world learn with Chegg. No matter the goal, level, or style, Chegg helps learners learn with confidence. We provide 24/7 on-demand support, and our personalized learning assistant leverages the power of artificial intelligence (“AI”), more than a hundred million pieces of proprietary content, as well as a decade of learning insights