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 imp