Director, Community Operations

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 400+ million tracks from 40 million artists, the future of music is SoundCloud.

SoundCloud is looking for a Director of Community Operations to lead SoundCloud’s Community Operations. You will be responsible for developing and executing the strategy for our Community Operations, as well as guiding your team of Support Advocates as they expertly handle high-volume inquiries from Creators on SoundCloud.

Key Responsibilities:

• Define and execute SoundCloud’s global customer experience vision, building a unified, scalable ecosystem that empowers users and deepens connection with our creator and listener communities.
• Champion the voice of the customer across SoundCloud, translating feedback and sentiment into strategic recommendations that influence product, policy, and growth initiatives.
• Lead innovation in customer experience, identifying new tools, technologies, and creative approaches that elevate engagement and reinforce SoundCloud’s position as the world’s leading artist-first platform. Design and optimize self-service and support strategies across web, mobile, chat, and AI-driven platforms—reducing friction and improving satisfaction through intuitive, data-informed design.
• Drive performance and operational efficiency through automation, process optimization, and AI-powered solutions that scale service without compromising quality.
• Establish and track CX KPIs, dashboards, and reporting frameworks to inform business reviews, resource planning, and cross-functional alignment.
• Develop high-quality content and resources (FAQs, Help Center, tutorials, interactive guides) that educate, empower, and engage customers across every touchpoint.
• Collaborate deeply across teams—including Product, Engineering, Marketing, Publishing, and IT—to integrate customer insights into product development and brand experiences.
• Oversee quality assurance, training, and knowledge management programs to ensure consistent excellence in every customer interaction.
• Build and lead a world-class Community Operations team, fostering a culture of empathy, creativity, and operational excellence that reflects SoundCloud’s values.

Background & Experience:

• 7+ years of progressive leadership experience in Customer Experience, Customer Support, or Customer Success within a direct-to-consumer or technology-driven organization, ideally in the creative or music space.
• Proven ability to shape and execute customer experience strategy that drives satisfaction, loyalty, and long-term growth.
• Strong record of operational excellence, building and scaling global support functions that balance efficiency, empathy, and brand integrity.
• Expertise in Help Desk and CRM ecosystems (e.g., Zendesk, Freshdesk, Salesforce), with a focus on workflow optimization, automation, and service innovation.
• Data-driven leader skilled in setting KPIs, leading business reviews, and translating analytics into actionable insights that inform product, marketing, and operational decisions.
• Exceptional strategic problem-solving and decision-making abilities, with the capacity to navigate ambiguity and lead through change.
• Inspirational and inclusive people leader with experience managing diverse, global teams—fostering collaboration, accountability, and professional growth.
• Adept at leveraging collaboration tools (Slack, Asana, Notion, etc.) to drive cross-functional alignment and execution across teams and time zones.
• Deep passion for delivering world-class customer experiences, amplifying creator success, and scaling systems that reflect SoundCloud’s community-first ethos.
• Familiarity with AI, personalization, and emerging creative tools that enhance user engagement and retention, a plus
• Experience leading agency relationships or cross-functional partnerships, aligning creative and operational stakeholders around shared goals, preferred.
• A genuine passion for music, technology, and culture-building — with a desire to empower creators and listeners alike.

The salary range for this role is $130,000- $150,000 annually. The final salary offered will be determined based on relative experience, skills, internal equity, and location. We also offer a generous total rewards program - read more about additional benefits and perks below!

About us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• Robust 401k program
• Employee Equity Plan
• Generous professional development allowance
• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
• 16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children
• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what’s next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.