Head of Business Support Strategy & Operations at Nextdoor (Remote)

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#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 290,000 neighborhoods across 11 countries.

Meet Your Future Neighbors

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional “support,” encompassing bringing products to life, customer education, advocacy, and community moderation.

The Impact You’ll Make

We are seeking a Head of Business Support Strategy & Operations to build a best-in-class customer service function that supports the businesses on Nextdoor in achieving their advertising goals on Nextdoor. Your mission is to help define and execute our support strategy for a variety of our advertising and marketplace solutions, including our newly launched Neighborhood Ad Center, a self-serve platform that allows small and mid-sized businesses and agencies to create and launch campaigns to reach local audiences. 

We’re looking for an expert in digital advertising customer support operations with a deep understanding of campaign optimization and programmatic ad buying and auction marketplace dynamics. In this role, you will build both internal and outsourced teams to operationalize and scale service programs that enable businesses to advertise and gain sustained value from Nextdoor. This is a leadership role on the Neighborhood Operations team reporting to the Global Head of CX Operations.

Your responsibilities will include: 

  • Build a Customer Service organization that delivers best-in-class support for our small businesses through operational excellence, outsourced vendor management, process improvement, and tools development
  • Develop a multi-channel, efficient support strategy and improve our business through optimized feedback loops
  • Own the efficiency and quality balance of the CS operations - smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future
  • Responsible for short and long-term capacity management, including volume forecasting, capacity management, and workforce strategy
  • Manage outsourced support teams, who support both our customer service and sales teams
  • Define function-specific key performance indicators and manage the team in a thoughtful manner to deliver results and meet goals
  • Advance the strategy and execution of the NOPS team, partnering with Product, Revenue, and Engineering leadership to ensure that we continuously improve our products and deliver value for our customers
  • Act as the strategic thought partner to various members of the Leadership team, helping craft the strategy for various business initiatives
What You’ll Bring To The Team
  • 10+ years of experience in Customer Support, Operations, or Strategy - growing teams from strategy through to operational execution, with a minimum of 5 years of experience managing managers
  • 5 years of experience in digital advertising ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics. Able to handle escalations from the team and champion the needs of customers internally with product and revenue teams
  • 5+ years managing global, multi-location outsourced vendor services 
  • You are passionate about advertising technology and have a strong working knowledge of one/or more media platforms including Google Ad Manager, Google Ads, Google Display & Video 360, Facebook Business Manager, Spotify Ad Studio, Twitter Ads, TikTok Ads Manager, and more
  • Strong experience with UX products and thought leadership to design and execute delightful support experiences
  • Experience working with small businesses and developing strategies to scale services and support
  • Experience with Salesforce Service Cloud (preferably with implementation), customer service tools and systems, and experience in automating agent workflows by leveraging AI technologies
  • You’re skilled and comfortable at engaging and communicating with senior executives, influencing without authority, managing large cross-functional stakeholders
  • A strong operational focus to build a scaled operating model with people, tools, systems & processes improvements to drive efficiency and effectiveness across the customer lifecycle
  • You’ve built several solutions from the ground up and have taken ideas from zero to one
  • You use data to drive strategy, decisions, and outcomes
  • Excellent verbal, written and presentation skills - must be able to communicate complex ideas in both technical and business-friendly language
Bonus Points

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

#LI-Remote
More Information on Nextdoor
Nextdoor operates in the Information Technology industry. The company is located in San Francisco, CA. Nextdoor was founded in 2011. It has 780 total employees. To see all 41 open jobs at Nextdoor, click here.
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