Senior Director Operations Shared Services

Location: Remote within the United States; work is performed from the colleague’s home, with occasional in-person team meetings and travel for client meetings and fieldwork.

Salary: $116,100–$191,500 per year

Company

hirify.global supports injured workers by helping them receive the care they need when they need it.

What you will do

• Define and lead the service strategy roadmap in alignment with organizational goals, client expectations, and long-term growth.
• Develop KPI frameworks and performance standards, using operational and customer data to drive continuous improvement.
• Design scalable service models and customer experiences that improve product and service performance.
• Lead the transformation of the contact center service delivery model and cross-functional operational change initiatives.
• Advise senior leadership on service design, customer experience, performance improvement, and roadmap alignment.
• Oversee key client relationships, service-level performance, stakeholder collaboration, and strategic execution.

Requirements

• Bachelor’s or master’s degree in business or accounting, or an equivalent combination of education, training, and experience.
• At least seven years of management experience with progressively increasing responsibility, including at least five years leading teams.
• Deep functional knowledge in at least two areas such as operations, customer service transformation, experience design, contact forecasting, workforce management, quality management, staffing and training, or technology support.
• Strong leadership, decision-making, business judgment, analytical, communication, and stakeholder management skills.
• Proficiency in Microsoft Office products, including Excel, Word, and Outlook.
• Ability to work from a home office in the United States and travel for client meetings or fieldwork when required.

Culture & Benefits

• Remote-first work environment with work-from-home flexibility for almost all positions.
• At least 18 paid time-off days annually, plus eight company holidays and two personal days.
• Medical, dental, vision, and pet insurance.
• 401(k) matching, company-paid life insurance, and short- and long-term disability coverage.
• Colleague Assistance Program with free counseling and financial services, plus financial assistance through the hirify.global Foundation.