Senior Manager, Voice of Customer (AI)

Location: Must be onsite in Boston, Massachusetts, Monday through Thursday

Annual base salary: $165,663–$184,875.50. Equity grants may range from $62,837 to $70,125, subject to approval and company performance.

Company

hirify.global is an online home retailer that uses technology and creative problem-solving to improve how people shop for their homes.

What you will do

• Own the vision, strategy, outcomes, and 6–12 month roadmap for the Voice of Customer program.
• Manage and develop a team of Data Science Managers, Analysts, and Associates.
• Build scalable capabilities integrating surveys, customer contacts, reviews, social feedback, behavioral data, and operational signals.
• Define and evolve VoC measures including NPS, CSAT, customer effort, contact drivers, Post Incident NPS, and repeat rate.
• Lead quantitative and qualitative analysis, including survey design, text and speech analysis, and root-cause investigation.
• Translate customer insights into recommendations, experience standards, governance mechanisms, and business decisions across Product, Service, Operations, and Policy.

Requirements

• Bachelor’s degree and leadership experience in management consulting, customer experience, strategy, analytics, research, operations, product management, or a related field.
• At least 3 years of experience leading and developing high-performing teams in customer insights, analytics, or a related discipline.
• Experience building or managing Voice of Customer, customer insights, research, or experience measurement programs.
• Strong analytical skills using SQL, Excel or Google Sheets, BigQuery, data visualization, experimentation, statistics, or similar tools.
• Strong business judgment, structured problem-solving, communication, presentation, and cross-functional leadership skills.
• Onsite presence in Boston, Massachusetts, Monday through Thursday is required.

Nice to have

• Experience applying AI, automation, predictive analytics, or machine learning to customer experience or business decision-making.

Culture & Benefits

• Fast-paced, high-growth environment with opportunities to lead through change.
• Collaboration with senior leaders and teams across Product, Service, Operations, Policy, and other functions.
• Annual equity grants may be available, subject to Board approval and company performance.
• Compensation includes a comprehensive suite of medical, financial, and additional benefits.
• Reasonable accommodations are available for qualified individuals with disabilities throughout the application and interview process.