Director, Customer Operations (AI)

Location: Remote role associated with Chicago, United States

Salary: $120,000–$170,000 per year; actual compensation may vary by location, qualifications, and experience.

Company

hirify.global develops a precision medicine platform that connects real-world evidence with clinical insights to support treatment decisions.

What you will do

• Lead and develop the Customer Operations organization, managing managers responsible for supervisors and Customer Service Representatives.
• Oversee customer calls, email support, and proactive outreach to obtain missing information for patient reports.
• Monitor operational metrics across client workflows, identify root causes of performance gaps, and drive improvements.
• Coach functional leaders and help managers develop independent visions and execution plans.
• Partner with Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve customer-impacting issues.
• Lead cross-functional projects and stakeholder relationships.

Requirements

• 10+ years of leadership experience in operations, customer service, or a related field.
• Demonstrated process improvement and operational discipline in a high-volume, service-oriented environment.
• Strong project management skills, including leading complex cross-functional initiatives from concept through execution.
• Experience developing and mentoring people, including managers and functional leaders.
• Strong stakeholder management, data fluency, judgment, and ability to influence without authority.

Nice to have

• Experience in healthcare, diagnostics, or life sciences.
• Experience building agentic workflows or applying AI and automation to operational problems.
• Experience with change management or organizational and systems integration.
• Advanced degree such as an MBA.

Culture & Benefits

• High-growth, rapidly evolving operating environment.
• Focus on durable processes, systems, and tools rather than one-off fixes.
• Benefits may include incentive compensation, restricted stock units, medical coverage, and other benefits depending on the position.
• Leadership culture centered on empathy, genuine team connections, and rapid operationalization of solutions.