Subject Matter Expert

Location: Bogotá, Colombia

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Provide operational expertise and escalation support for complex implementations, exceptions, Go-Back cases, and customer escalations.
• Manage and prioritize implementation project and case queues while maintaining SLA commitments and backlog health.
• Monitor CSAT, DSAT, cycle time, BTFS, order accuracy, installation readiness, and project delivery metrics.
• Review customer dissatisfaction cases and recurring operational gaps, driving corrective and preventive actions.
• Collaborate with cross-functional teams to resolve blockers and optimize implementation workflows.
• Coach Implementation Project Managers on process compliance, consistent execution, and customer experience.

Requirements

• Bachelor’s degree in Business, Project Management, Operations, Information Technology, or a related field, or equivalent professional experience.
• 3+ years of experience in project management, implementation operations, customer success, service delivery, or a related operational environment.
• Strong understanding of project execution, escalation management, queue management, and process compliance.
• Ability to analyze operational metrics, identify performance gaps, and drive continuous improvement.
• Strong problem-solving, organizational, communication, and stakeholder management skills.
• Proficiency in Microsoft Office and experience with CRM, case management, or project tracking tools are preferred.

Culture & Benefits

• Full-time employment with competitive base pay, incentives, overtime, and shift differentials for eligible shifts.
• Paid training is available for onsite and work-from-home programs.
• Paid annual vacation and sick leave.
• Health and life insurance plans, referral rewards, and corporate and retail discounts.
• Career development, advancement opportunities, and performance-based recognition programs.
• Annual merit increases based on performance.