Senior AI Care Operations Manager

Location: New York City, United States; hybrid with office attendance two to three days per week. The office is located at 60 Madison Avenue. Occasional travel may be required for company or team events.

Salary: $97,000–$124,476 per year, plus equity and benefits.

Company

hirify.global is a global mental health company building an AI-native platform for personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.

What you will do

• Build, test, launch, and continuously improve AI-powered support workflows for members and providers.
• Translate support policies, processes, and edge cases into decision logic and reliable automated experiences.
• Monitor AI performance and investigate incorrect answers, failed resolutions, routing issues, escalations, and information gaps.
• Reproduce issues, perform root-cause analysis, distinguish AI, knowledge, process, product, and platform problems, and drive appropriate resolutions.
• Analyze support conversations to identify recurring friction, trends, knowledge gaps, and opportunities to reduce avoidable demand.
• Collaborate with Care Support, Product, Engineering, Enablement and Training, and analytics partners while reporting performance, risks, and recommendations to AI Operations leadership.

Requirements

• 4–6 years of experience in operations, service or care operations, product or program operations, or a comparable hands-on function.
• At least 2 years of experience at a high-growth or scale-stage company in a strategic and hands-on role.
• Hands-on experience building, configuring, testing, or improving automated or AI-powered workflows, decision trees, or complex operational systems.
• Strong understanding of workflow development, operational scalability, decision logic, data analysis, and root-cause problem-solving.
• Ability to partner directly with subject-matter experts and communicate complex issues clearly without formal authority.
• Hybrid work in New York City with office attendance two to three days per week is required.

Nice to have

• Experience in Strategy & Operations, Business Operations, or management consulting.
• Background in care support, customer support, healthcare, benefits, mental health, or another regulated, high-trust environment.
• Experience with conversational AI, AI-powered support experiences, prompts, APIs, system integrations, logs, evaluation tools, experimentation, SQL, or basic data querying.

Culture & Benefits

• Health, dental, and vision benefits begin on the first day.
• Employer-sponsored 401(k) match of up to 2%, with HSA and FSA options.
• Paid vacation, sick leave, company holidays, and parental leave after six months of tenure.
• No-cost access to hirify.global network providers for employees and dependents.
• Professional development reimbursement of up to $1,000 per year, plus wellness, fertility, childcare, eldercare, and donation-matching benefits.