Sr Customer Service Program Manager

Location: Available in 2 locations; US-based employment context

Salary: $129,500–$207,000 per year, plus eligibility for 401(k), equity grants, and possible annual bonus.

Company

hirify.global operates a pet-focused ecommerce business and provides products, services, and customer support for pet owners.

What you will do

• Lead cross-functional Customer Care programs and strategic initiatives from prioritization through delivery.
• Partner with senior leaders, engineering, operations, product, and analytics teams to align ownership, timelines, and outcomes.
• Establish KPIs, operational targets, roadmaps, recurring business reviews, and inspection mechanisms.
• Use data, statistical analysis, and root-cause identification to surface risks, improve workflows, and support decision-making.
• Prepare Customer Care for product launches and implement automation, reporting tools, and scalable self-service capabilities.
• Champion Lean practices, continuous improvement, and team member experience while managing ambiguity and competing priorities.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience managing technical or data-driven projects involving cross-functional coordination.
• Track record of delivering large-scale initiatives within tight timelines and shifting priorities.
• Strong written and verbal communication skills, including synthesizing data into actionable and executive-ready narratives.
• Strong analytical, problem-solving, program management, and project management capabilities.
• Ability to influence stakeholders, build consensus, communicate across organizational levels, and manage ambiguity.

Nice to have

• Experience in Customer Experience, Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
• Experience with customer journey analytics, Voice of Customer programs, or defect elimination.
• Experience partnering with Product, Engineering, and Analytics teams.
• Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
• Proficiency with SQL, Snowflake, and other analytical tools for large-scale dataset analysis.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, hospital indemnity, critical illness, and accident insurance.
• Parental leave, family services, backup dependent care, flexible spending accounts, telemedicine, and employee assistance programs.
• Pet adoption reimbursement, pet insurance discounts, hirify.global.com discounts, and other employee savings.
• Unlimited PTO for exempt salary team members, subject to manager approval, plus six paid holidays.
• Potential eligibility for paid sick and family leave under applicable state and local regulations.