Senior Business Operations Manager (AI)

Location: Montreal, Canada

Base salary: CA$109,800–CA$159,800 gross in Zone A or CA$118,500–CA$168,500 gross in Zone B. The role may also include equity awards and participation in company incentive plans.

Company

hirify.global is a game engine and 3D development platform used across games, XR, web, automotive, manufacturing, and healthcare.

What you will do

• Lead the implementation of an AI-driven customer support experience, including customer journey design, Help Center management, and a support chatbot.
• Build feedback loops between support and product teams to identify recurring issues and drive root-cause resolution.
• Prepare customer-facing teams for product and feature launches by updating knowledge resources and coordinating training with enablement.
• Design and maintain a Knowledge Base optimized for self-service, AI enhancements, and support-agent contributions.
• Drive CRM and customer-success tooling solutions, including feature prioritization, adoption, usage tracking, and feedback collection.
• Define support and customer-success metrics, build reporting with data teams, and create automations and internal tools.

Requirements

• Experience redesigning operational processes and delivering measurable improvements.
• Ability to diagnose ambiguous problems, evaluate options, and make defensible recommendations.
• Track record of leading cross-functional programs from concept through adoption through influence rather than authority.
• Technical proficiency sufficient to build simple tools, assess technical trade-offs, and work effectively with systems and data teams.
• Data fluency and comfort using evidence and metrics to prioritize decisions.
• Sufficient English proficiency for frequent professional written and verbal communication with global colleagues and partners.

Nice to have

• Hands-on experience with AI coding tools.
• Experience in customer support or customer success functions.

Culture & Benefits

• Full-time employment with benefits varying by country and employment status.
• Health, life, and disability insurance, plus competitive retirement or pension plans.
• Generous vacation and personal days, parental leave, and family-care support.
• Employee stock ownership, training and development programs, and mental health support.
• Employee resource groups, a global employee assistance program, and volunteering and donation matching.