CAP Manager - First Shift

Location: Hybrid, with 3 days in the office in Wichita, Kansas, or Durham/RTP, North Carolina. First shift: Monday–Friday, 7:00 AM–4:00 PM ET.

Company

hirify.global delivers intelligent data infrastructure, unified storage, integrated data services, and enterprise-grade storage services across Google Cloud, AWS, and Microsoft Azure.

What you will do

• Own and drive end-to-end resolution of critical customer escalations, balancing time, cost, risk, and customer satisfaction.
• Conduct holistic situation appraisals and problem analyses to identify customer pain points, systemic trends, and root causes.
• Lead diverse cross-functional virtual teams across geographies, time zones, and cultures to resolve complex technical and business challenges.
• Act as a strategic advisor and primary contact for executives, customers, partners, and internal stakeholders throughout CAP engagements.
• Manage multiple escalations, projects, and initiatives while documenting resolutions and aligning outcomes with strategic objectives.
• Lead or contribute to continuous improvement initiatives that enhance support quality and operational efficiency across people, processes, and products.

Requirements

• Flexibility and adaptability in fast-paced, volatile situations, with the ability to understand escalation landscapes and adjust to changing expectations.
• Strong cross-functional relationship-building, situational leadership, ownership, initiative, accountability, diplomacy, and calm under pressure.
• Excellent verbal and written communication skills, executive presence, and the ability to communicate effectively with multicultural audiences under pressure.
• Strong time management skills for handling multiple complex issues simultaneously across time zones.
• Ability to evaluate and clearly communicate the implications of decisions made during CAP engagements.
• Ability to learn core technical knowledge of hirify.global products and solutions.
• At least 8–10 years of work experience in the high-tech industry; relevant education, training, and/or certifications may be considered instead.
• Proven experience leading globally distributed teams supporting Fortune 500 companies.
• Experience restoring or maintaining customer trust, resolving complex or critical situations, delivering high-quality executive-facing output, and influencing senior leaders and customers toward win-win agreements.
• Proficiency in Microsoft 365 Suite and fundamental knowledge of storage infrastructure technologies.

Culture & Benefits

• Hybrid work environment with regular in-office collaboration.
• Growth-oriented culture focused on initiative, impact, ownership, and problem solving.
• Inclusive workplace that values diverse perspectives and supports work-life balance.
• Opportunity to collaborate with global teams and contribute to high-impact customer and organizational improvements.