Senior Manager, Performance Excellence (AI)

Location: San Francisco, CA; New York, NY; Chicago, IL; Seattle, WA; Boston, MA

Salary: $143,400–$210,900 USD per year, plus potential equity grants

Company

hirify.global operates a customer experience organization supporting customers through teammate enablement, quality measurement, training, and knowledge resources.

What you will do

• Lead a small team focused on identifying and resolving major opportunities in customer-support quality assurance programs.
• Design, launch, and evolve a conversational intelligence program using AI to monitor and improve customer service interactions.
• Develop the quality assurance strategy, balancing manual QA with speech analytics and automated measurements.
• Build high-coverage, precise QA metrics and support the incubation and scaling of new measurements.
• Partner with operations, product, vendors, and other cross-functional teams to improve support processes, policies, and agent performance.
• Create root-cause analyses, reports, and business-metric updates for Customer Support leadership.

Requirements

• Bachelor's degree or equivalent experience.
• 10+ years of total experience, including 5+ years of team management.
• Experience in program management, project management, consulting, vendor management, or supplier management within a cross-functional customer support organization.
• Experience driving large-scale AI implementations and working with customer support or QA vendors.
• Ability to set team priorities, develop project managers and analysts, and lead cross-functional initiatives.
• Strong quantitative analysis, problem-solving, prioritization, reporting, and stakeholder communication skills; experience with G-Sheets, Sigma, and Tableau.

Culture & Benefits

• Regular employment benefits include a 401(k) plan with employer matching, medical, dental, and vision coverage.
• Benefits include 16 weeks of paid parental leave, paid time off, paid sick leave, 11 paid holidays, and disability and basic life insurance.
• Additional support includes wellness, commuter, family-forming, and mental health benefits.
• Salaried roles include flexible paid time off and 80 hours of paid sick time per year.