Senior Director, Product Support (AI)

Location: Hybrid, with three days per week in Lowell, Massachusetts; Weston, Florida; or Atlanta, Georgia

Base salary: $163,900–$235,550 per year, plus potential performance-based bonus and restricted stock unit awards

Company

hirify.global provides a workforce operating platform with workforce insights and AI capabilities for enterprise customers.

What you will do

• Lead a large, multi-tiered Product Support organization through directors and managers, owning customer experience, service performance, employee engagement, and operational execution.
• Set operating standards and use data to improve customer satisfaction, first-contact resolution, resolution time, case quality, backlog health, productivity, and escalation outcomes.
• Engage with customers and senior customer stakeholders during complex escalations to restore confidence and resolve issues.
• Develop directors, managers, and emerging leaders while building accountability, coaching, inclusion, recognition, and succession depth.
• Partner with Product, Engineering, Customer Experience, Services, Relationship Management, Support Operations, global support leaders, and third-party providers.
• Drive adoption of AI-enabled support capabilities such as agent assist, intelligent routing, knowledge retrieval, case summarization, quality automation, and coaching tools.

Requirements

• 10+ years of progressive leadership experience in customer support, technical support, customer experience, or service operations within enterprise SaaS or technology organizations.
• Experience leading leaders in a large, multi-layered support organization of at least 100 employees.
• Experience operating in a global or highly matrixed organization and influencing outcomes across functions and geographies.
• Strong operational, analytical, communication, executive presence, customer escalation, and senior stakeholder management skills.
• Demonstrated ability to develop leaders, manage underperformance, and build an engaged, accountable culture.
• Ability to work in a hybrid office environment three days per week in Lowell, MA, Weston, FL, or Atlanta, GA.

Nice to have

• Senior Director or equivalent leadership experience, or five years of director-level experience managing a comparably complex organization.
• Experience in HCM, payroll, time and labor, workforce management, or a related enterprise SaaS domain.
• Experience with third-party support providers, CRM or case-management systems, operational dashboards, and customer-experience measurement.
• Experience with AI-enabled support adoption and continuous-improvement methods such as Lean, Six Sigma, Kaizen, or ITIL.
• Bachelor’s degree or equivalent experience.

Culture & Benefits

• Customer-focused, accountable, and collaborative operating culture.
• Global and highly matrixed work environment with cross-functional collaboration.
• Benefits, flexibility, performance-based bonus eligibility, and restricted stock unit awards.