VP, Customer Experience & Growth (AI)

Location: San Diego, California, or Mountain View, California

Base pay: $320,000–$433,000 annually in San Diego or $354,500–$480,000 annually in Mountain View, plus potential bonus, equity, and benefits.

Company

hirify.global is a financial technology platform behind TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead end-to-end customer experience strategy across TurboTax and Credit Karma.
• Transform Credit Karma’s customer success operating model, tooling, talent, training, and quality standards.
• Define and lead the Credit Karma CRM migration in partnership with engineering and platform teams.
• Build AI-assisted expert connections, proactive outreach, and personalized financial guidance for year-round engagement.
• Establish health metrics covering contact rate, resolution quality, NPS, CSAT, customer effort, and retention.
• Influence product roadmaps and lead a high-performing team of product and CX leaders.

Requirements

• 10+ years of senior leadership experience in customer experience, product management, or both.
• Proven experience transforming a consumer service organization and improving customer outcomes at scale.
• Experience connecting customer success to revenue, retention, engagement, and lifetime value.
• Ability to influence product roadmaps and business strategy in a matrixed organization.
• Applied AI or agentic-tool experience in customer service or engagement models.
• Executive-level communication and stakeholder leadership skills.

Nice to have

• Consumer financial services, banking, personal finance, fintech, or insurance experience.
• Experience building a CX or customer success function from zero.
• Large-scale CRM or service platform migration experience.
• Experience in a two-sided or marketplace business.

Culture & Benefits

• Competitive compensation with performance-based rewards.
• Potential cash bonus, equity rewards, and employee benefits.
• Opportunity to shape customer experience as a competitive differentiator across a major consumer financial platform.
• Scope to grow into broader leadership responsibility.