Director, Retail & Field Operations - Consumer Group (AI)

Location: New York, New York, or Woodland Hills, California; extensive travel across priority U.S. markets is required.

Base pay: $223,000–$302,000 in New York; $196,500–$266,000 in Los Angeles, California. The position may also be eligible for cash bonus, equity rewards, and benefits.

Company

hirify.global is a global financial technology platform providing products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead the phased rollout, closure, and launch of retail hubs, expert service centers, and local tax offices across the top priority markets.
• Operationalize consistent in-person and virtual customer experiences with real-time performance indicators.
• Drive adoption of AI-powered intake, scheduling, expert support, and quality-monitoring tools across field teams.
• Manage onboarding, deployment, scheduling, performance, and development of distributed expert and field-manager teams.
• Lead daily operations through peak tax season and high-volume periods, resolving risks and operational blockers.
• Track service quality, NPS, completion rates, foot traffic conversion, expert utilization, and cost-per-engagement while driving continuous improvement.

Requirements

• 8–10+ years of progressive operations and field leadership experience managing multi-unit or geographically dispersed teams.
• Experience executing physical service or retail network rollouts, including opening, closing, and optimizing locations.
• Experience managing frontline and field-manager teams, including performance oversight and scheduling across distributed locations.
• Demonstrated experience driving AI adoption, change management, tool rollouts, and human-plus-AI operating model changes in service delivery or field operations.
• Strong cross-functional communication skills and experience working in a matrixed environment.
• Willingness to travel extensively across priority markets. Bachelor’s degree or equivalent required; an advanced degree is a plus.

Culture & Benefits

• People-centered customer experience focus across in-person and community-based channels.
• Opportunity to build a newly created operational organization and strengthen leadership bench capacity.
• Competitive compensation with performance-based rewards.
• Potential eligibility for cash bonus, equity rewards, and benefits under applicable plans and programs.
• Environment focused on speed, iteration, inclusion, and high-performing teams.