Sr. Director, Consumer Experience Strategy & Operations

Location: Montréal, Quebec, Canada

Salary: $180,000–$220,000 CAD annual

Company

hirify.global is a global product design and technology company behind the Shark and Ninja consumer brands, developing lifestyle products sold through retailers, online channels, and distributors worldwide.

What you will do

• Own the execution of the Best Service at Lowest Cost strategy and the enterprise consumer contact strategy.
• Define how consumers engage across channels and create a long-term roadmap for best-in-class consumer journeys.
• Connect interaction analytics, operational planning, workforce management, technology, and consumer experience into one strategic vision.
• Lead forecasting, workforce planning, vendor management, operational readiness, capacity planning, and vendor performance evaluation with Finance.
• Build executive narratives, lead executive reviews and planning forums, and translate operational complexity into actionable recommendations.
• Influence Product Development, Quality, Engineering, IT, Commercial, and Customer Experience leaders to align initiatives around consumer outcomes.

Requirements

• 12+ years of progressive leadership experience in Customer Experience, Contact Center Strategy, Customer Operations, or Consumer Strategy within a complex global organization.
• Experience designing enterprise contact strategies, customer journey strategies, or omnichannel service models.
• Experience across consumer insights, interaction analytics, workforce planning, forecasting, or operational excellence.
• Proven success leading strategic transformation initiatives and influencing multiple functions without direct authority.
• Experience owning or governing technology transformation roadmaps that deliver measurable business outcomes.
• Strong executive communication, presentation, analytical, storytelling, and strategic decision-making skills.

Culture & Benefits

• Consumer-first culture focused on innovation, continuous improvement, decisive action, and cross-functional collaboration.
• Medical, dental, and vision insurance, plus an RRSP retirement plan with matching.
• Employee stock purchase program, life and disability insurance, paid time off, and company holidays.
• Clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, and referral bonus program.
• Learning programs and opportunities for professional growth and career acceleration.