Senior Manager, Escalation Services (AI)

Location: Hybrid in Denver, Colorado or Scottsdale, Arizona, with approximately 2–3 office days per week or more depending on the role.

Salary: $119,185–$146,000 per year in Denver and Phoenix.

Company

hirify.global provides payroll, health insurance, 401(k), and HR products for more than 500,000 small businesses.

What you will do

• Lead the Escalation Services team and operate a white-glove service for executive escalations, access-to-care emergencies, and benefits inaccuracies.
• Manage high-visibility and high-risk cases, coordinating resolution across Benefits Services, Product, Engineering, Legal, and carrier partners.
• Redesign escalation intake, triage, severity tiers, routing, ownership, playbooks, and closure standards.
• Build root-cause analysis practices and feedback loops that turn escalations into upstream process and product improvements.
• Establish KPIs, dashboards, and reporting for resolution time, reopen rate, escalated-case CSAT/NPS, and SLA/SLO adherence.
• Define the AI vision and automation roadmap for escalation work, including triage, root-cause discovery, and reduction of manual case handling.

Requirements

• 5+ years of leadership experience; 2+ years leading other leaders is preferred.
• Experience owning escalation, technical support, supportability, or comparable functions in a fast-paced customer-focused environment.
• Experience managing high-pressure executive escalations and driving root-cause fixes across Product, Engineering, Legal, and other partners.
• Experience with organizational change, process redesign, scaling, dashboards, operational reporting, and time-sensitive SLAs.
• Hands-on experience designing or automating workflows, building agents, or implementing AI-enabled processes that materially improved team operations.
• Experience in benefits, healthcare, payroll, banking, insurance, or another regulated operations environment is preferred; Salesforce and high-volume case management experience are helpful.

Culture & Benefits

• Full-time employees receive competitive base pay, benefits, and RSU equity.
• AI is treated as a core part of work, with leaders expected to model digital fluency and coach AI adoption.
• Hybrid employees need a secure, reliable, and consistent internet connection on non-office days.
• hirify.global supports a diverse and inclusive workplace and provides reasonable accommodations during the hiring process.