Global Head of Customer Experience (AI)

Location: Somerville, Massachusetts, United States

Company

hirify.global develops 3D printing technology and tools used by industry leaders to design, prototype, and manufacture physical products.

What you will do

• Lead two or three ambiguous, high-stakes initiatives from problem definition through implementation and change management.
• Own the AI and self-service strategy for customer support and lead the team transforming the post-sales customer experience.
• Run day-to-day execution with operational KPIs, headcount decisions, and a weekly operating cadence.
• Build data-driven analyses and models to evaluate trade-offs and support recommendations.
• Work across Product, Sales, Supply Chain, and Systems without formal authority to drive decisions and remove obstacles.
• Represent Services in executive forums and present recommendations to C-suite leaders.

Requirements

• At least 3 years of experience in management consulting, business or revenue operations, strategy, chief of staff roles, or an operating role at a fast-growing hardware or technology company.
• Demonstrated ownership of ambiguous initiatives from initial definition through implementation and results.
• Ability to develop long-term roadmaps while engaging with technical customer escalations.
• Strong quantitative, analytical, and communication skills, including building models and explaining complex trade-offs clearly.
• Genuine interest in people leadership and willingness to engage directly with customer and service work.

Nice to have

• Consulting experience at Bain, McKinsey, or BCG, particularly with service operations or hardware clients.
• MBA, STEM degree, or equivalent high-growth operating experience.
• Experience in customer support, field service, or post-sales at a high-performing hardware technology company.
• Experience with SQL, Python, R, and AI coding tools.
• Direct people management experience.

Culture & Benefits

• Full-time employees receive equity in the form of RSUs.
• Private health insurance and paid parental leave.
• Catered lunches, office snacks and drinks, and commuter support through transit passes or parking.
• Sponsored professional development opportunities and optional culture events.
• Unlimited 3D prints and opportunities for internal progression toward senior leadership.