Customer Operations Manager (AI)

Location: Fully remote within the USA

Company

hirify.global provides aviation software and information services, including AI-powered technology designed to improve aircraft uptime and operational efficiency.

What you will do

• Lead programs and projects across Customer Success, Professional Services, and Support.
• Implement and optimize customer experience tools, processes, documentation, and enablement programs.
• Build repeatable reporting mechanisms for weekly, monthly, quarterly, and annual performance reviews.
• Analyze and communicate customer experience metrics and insights to managers and executives.
• Develop strategies that improve product adoption, customer retention, and expansion opportunities.
• Design and deliver training programs for customer experience teams.

Requirements

• 5+ years of experience in Operations, Project Management, Customer Success, or Consulting.
• Strong project management skills across concurrent programs, deadlines, dependencies, and stakeholders.
• Experience building and scaling tools and process automations, especially with AI.
• Strong data fluency, including generating, analyzing, and interpreting reports from systems such as Salesforce, Certinia, and Pendo.
• Experience implementing, maintaining, and training users on software tools for Customer Success and Professional Services.
• Experience partnering with leaders and executives across technology-company functions.

Nice to have

• Aviation, aerospace, or related technical industry experience.
• Experience with customers in technical or highly specialized industries.
• Experience integrating customer-facing teams and processes after an acquisition, particularly in B2B SaaS.
• Bachelor's degree or equivalent.

Culture & Benefits

• Customer-focused operating principles.
• Cross-functional collaboration across Customer Success, Services, Support, Marketing, Sales, Product, Engineering, and IT.
• Emphasis on practical outcomes, innovation, and continuous improvement.
• AI-forward environment with expectations to use, build with, and teach others about AI tools.