Manager, Support Center Operations (B2B)

Location: Hybrid schedule required in the Calgary, Alberta, Canada or Lehi, Utah, United States office, with 3 days in the office and 2 days working from home

Company

hirify.global operates a global platform that combines compliance, prequalification, safety, and performance benchmarking for hiring clients and suppliers.

What you will do

• Lead new-hire training, including curriculum development, content delivery, certification, adult learning, and remote multi-channel training.
• Manage interaction and verification quality programs, including standards, scoring matrices, monitoring, sampling, and reporting.
• Guide support-center practices, tools, channel effectiveness, performance training, and global operational standardization.
• Plan and implement support technologies, including virtual assistants, AI use cases, automation, and performance-management tools.
• Maintain the support knowledge base and supplier Help Center with current, searchable, and multimedia content.
• Partner with executive leadership, Product, and other departments to improve customer workflows, support containment, and client support outcomes.

Requirements

• At least 5 years of experience in call-center or customer-support leadership.
• Experience with customer-support systems, Salesforce.org, cloud telephony, customer survey platforms, and support metrics or SLAs.
• Experience delivering complex training in an adult-learning environment and managing standard operating procedures.
• Technological aptitude, analytical thinking, strong problem-solving, prioritization, and multitasking skills.
• Ability to work cross-functionally in a fast-paced environment with excellent written, oral, and interpersonal communication.
• Ability to work on the required hybrid schedule from the Calgary or Lehi office.

Culture & Benefits

• Hybrid work arrangement with three office days and two work-from-home days each week.
• Collaboration with internal teams, executives, clients, suppliers, and external support partners.
• Opportunity to improve global support operations through AI, automation, knowledge management, and process optimization.