Experience Insights Manager

Location: United States; available in four locations.

Base salary: $124,500–$199,000 per year.

Company

hirify.global is an e-commerce company providing pet products and customer care services.

What you will do

• Own the CSAT and Quality 2.0 performance narrative, improvement agenda, roadmap, and value-realization plan across Core and Specialty customer care.
• Connect customer feedback, quality measures, operational metrics, and investigations to identify high-value opportunities and emerging risks.
• Drive prioritized action plans with Operations, Product, Technology, Policy, Knowledge, Fulfillment, Quality Programs, AI Customer Care, Coaching Effectiveness, and Analytics.
• Define owners, milestones, success measures, and review mechanisms, then track interventions through completion and evaluate their impact.
• Build multi-period roadmaps balancing immediate performance recovery with durable systemic improvement.
• Prepare executive narratives, business reviews, recommendations, and operating updates that support senior-level decisions.

Requirements

• 8+ years of experience in senior program or product management, customer experience, quality, analytics, operations strategy, or a related field.
• Experience owning a complex portfolio and delivering measurable outcomes in a large, matrixed organization.
• Ability to influence senior leaders without direct authority and move cross-functional plans from insight to realized impact.
• Strong analytical judgment connecting CSAT, quality measures, customer journeys, and operational performance.
• Exceptional executive writing, storytelling, presentation, roadmap, and outcome-evaluation skills.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Experience with AI-enabled quality, speech or text analytics, Voice of Customer, or contact-center analytics.
• Experience in e-commerce or large-scale customer care operations.
• Program, product, analytics, or operational-excellence certification.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, hospital indemnity, critical illness, and accident insurance.
• 401(k), equity grants, and potential annual bonus eligibility for qualifying positions.
• Parental leave, family services, backup dependent care, flexible spending accounts, telemedicine, and employee assistance support.
• Unlimited PTO for exempt salary team members, subject to manager approval, plus six paid holidays.
• Pet adoption reimbursement and discounts including pet insurance and hirify.global.com purchases.