Senior Customer Service Program Manager (Voice of Customer)

Location: Bellevue, Washington, United States

Base salary: $129,500–$207,000 per year

Company

hirify.global is an e-commerce company focused on pet products and services.

What you will do

• Partner with senior leaders and cross-functional teams to prioritize and deliver strategic initiatives.
• Manage large-scale programs across Customer Care, Product, Engineering, Operations, and Analytics.
• Lead business reviews, track risks, and communicate progress through data-driven insights.
• Establish KPIs, operational targets, roadmaps, and mechanisms for ongoing process health monitoring.
• Identify bottlenecks and implement data-informed solutions, automation, inspection mechanisms, and reporting tools.
• Support Customer Care readiness for product launches and promote Lean continuous improvement.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience managing technical or data-driven projects with cross-functional coordination.
• Experience delivering large-scale initiatives under tight timelines and shifting priorities.
• Strong written and verbal communication, analytical, statistical analysis, and root-cause identification skills.
• Excellent program and project management skills with the ability to influence stakeholders and build consensus.
• Ability to communicate with engineers, senior executives, and stakeholders across the organization.

Nice to have

• Experience in Customer Experience, Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
• Experience with customer journey analytics, Voice of Customer programs, or defect elimination.
• Experience partnering with Product, Engineering, and Analytics teams.
• Proficiency with SQL, Snowflake, and other analytical tools.
• Familiarity with experimentation, operational metrics, benefit realization, and business impact measurement.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, and other insurance benefits.
• 401(k), equity grants, and potential annual bonus eligibility for applicable positions.
• Unlimited PTO for exempt salary team members, subject to manager approval.
• Six paid holidays, parental leave, family services, dependent care, flexible spending accounts, and telemedicine.
• Pet adoption reimbursement, employee assistance services, and discounts on pet insurance and hirify.global.com.