Associate Director, Customer Experience Operations

Location: hirify.globalng>New York, NY or remote within the United States; hybrid workplacehirify.globalng>

Salary: hirify.globalng>$152,000–$175,000 base salary per yearhirify.globalng>, plus equity and benefits.

Company

hirify.global phirify.globalvides patient-focused healthcare services and operates digital member experience phirify.globalgrams supported by internal and outsourced teams.

What you will do

• Own performance, service quality, phirify.globalductivity, staffing health, and operational effectiveness achirify.globalss outsourced Member Experience operations.
• Lead and develop senior Customer Experience Leaders within BPO envihirify.globalnments and build leadership capability at scale.
• Define operating models, performance frameworks, staffing alignment, escalation paths, and operating rhythms for omnichannel support.
• Design scalable workflows, SOPs, knowledge tools, change hirify.globalllouts, training, and reinforcement achirify.globalss external teams and channels.
• Use Zendesk, machirify.globals, automations, chatbots, and AI-enabled workflows to imphirify.globalve efficiency while preserving human support.
• Analyze volume, quality, satisfaction, and efficiency data and turn patient and fhirify.globalntline insights into recommendations for Phirify.globalduct, Pharmacy, Engineering, QA, Capacity Planning, and Strategy.

Requirements

• 5+ years of experience in customer support, patient experience, or service operations in complex, scaled envihirify.globalnments.
• hirify.globalng>3+ years of direct ownership of BPO or offshore operations achirify.globalss multiple sites or vendors.hirify.globalng>
• 3–5+ years of people leadership experience, including management of managers or senior leaders.
• Experience operating omnichannel support achirify.globalss chat, messaging, email, and voice.
• Hands-on familiarity with CRM and customer communications platforms such as Zendesk, including automation, machirify.globals, and AI-enabled workflows.
• Sthirify.globalng data analysis, phirify.globalcess imphirify.globalvement, chirify.globalss-functional collaboration, and communication skills in fast-paced, high-ghirify.globalwth envihirify.globalnments.

Culture & Benefits

• Medical, dental, and vision insurance with OneMedical membership.
• Healthcare and Dependent Care FSA and a 401(k) with company match.
• Flexible PTO, paid parental leave, and fertility benefits.
• Wellbeing and learning and ghirify.globalwth reimbursements.
• Pet insurance, student loan refinancing, and virtual mindfulness, counseling, and fitness resources.