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), 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. 

Q2-2024 Shareholder Letter

Q1-2024 Shareholder Letter

Q4-2023 Shareholder Letter

Qualifications:

Required:

• 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.

Preferred:

• 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.