Director of Customer Enablement (SaaS)

Location: Lehi, Utah, United States. The role supports an onsite and offshore customer enablement organization.

Company

hirify.global provides a SaaS resident experience platform for property management companies, helping collect and act on real-time feedback, improve resident experiences, and strengthen online reputation.

What you will do

• Lead and develop teams across onboarding, training, customer support, and review operations.
• Define organizational structure, ownership, hiring processes, performance standards, and management development programs.
• Build SOPs, playbooks, QA programs, escalation paths, service standards, and repeatable customer launch processes.
• Own capacity planning, workforce modeling, staffing forecasts, and operational efficiency improvements across onsite and offshore teams.
• Oversee customer training, support SLAs, escalation tiers, review response, dispute management, and quality systems.
• Define KPIs and reporting, partner with Sales, Customer Success, Product, Marketing, and Engineering, and drive AI-enabled service improvements.

Requirements

• 5+ years of leadership experience in customer enablement, onboarding, training, support, customer success operations, or related service operations.
• Experience building and scaling customer-facing teams, hiring effectively, structuring functions, and developing managers.
• Experience leading multiple connected customer-facing functions and managing distributed, remote, or offshore staff across time zones.
• Strong operational experience with SOPs, QA programs, performance scorecards, SLAs, escalation frameworks, capacity planning, and data-based staffing or automation decisions.
• Excellent leadership, communication, and cross-functional collaboration skills.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Experience in SaaS, proptech, multifamily, or service-heavy B2B environments.
• Experience with review response, reputation management, dispute operations, scalable training programs, knowledge bases, or customer education systems.
• Familiarity with HubSpot, ClickUp, Slack, LMS tools, support systems, or related operational technologies.
• Experience using automation or AI to improve service, support, training, or workflow execution.

Culture & Benefits

• Autonomous, collaborative, and fast-moving work environment focused on innovation and measurable improvements.
• Medical, dental, vision, and group life insurance, with the company covering 40–90% of premiums for employees and dependents.
• 401(k) plan with corporate matching, plus pre-tax HSA options.
• Paid parental leave, unlimited time off, 10 paid holidays, and monthly wellness reimbursement.
• Benefits are available to full-time employees.