Contact Center Operations Manager (AI)

Location: Onsite in Guadalajara, Mexico, five days per week, based at hirify.global's Guadalajara office.

Company

hirify.global provides an AI-powered, conversation-centric platform that combines customer experience and team collaboration for businesses.

What you will do

• Lead a sizable technical customer support organization through multiple Supervisors and develop them into accountable, performance-driven leaders.
• Own customer support performance across CSAT, service levels, quality, AHT, attendance, productivity, and related operational metrics.
• Drive revenue, retention, cross-sell, upsell, attach-rate, and expansion outcomes through appropriate sales-through-service behaviors.
• Use volume, staffing, scheduling, productivity, and service-level data for forecasting, workforce planning, capacity decisions, and business cases.
• Use AI-powered insights, automation, reporting, and support data to improve resolution effectiveness, productivity, coaching, and decision-making.
• Partner with Supervisors, HR, and relevant stakeholders on performance management, operational changes, incentives, and expansion opportunities.

Requirements

• 4+ years of people-leadership experience in customer support, customer care, technical support, retention, account management, sales, or a related service environment.
• 2+ years of directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders in a sizable frontline support organization.
• Experience leading a technical support or technology-focused customer support organization and owning operational KPIs.
• Personal accountability for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, or expansion.
• Strong operational judgment, data analysis, quality assurance knowledge, and experience with workforce or capacity planning.
• Advanced business English is required for leading meetings, coaching employees, discussing operational issues, and presenting to US-based stakeholders.

Nice to have

• Experience in telecom, BPO/CX, enterprise software, or SaaS operations.
• Experience supporting B2B customers or technology products.
• Sales, account management, or sales leadership experience in a customer-facing organization.
• Familiarity with Salesforce, workforce management, quality, reporting, or analytics tools.
• Experience leading projects, implementing operational changes, or working with international stakeholders.

Culture & Benefits

• In-person, highly collaborative work environment with a customer-first service culture.
• Health, vision, dental, and life insurance coverage.
• Personal days, vacation time, vacation premium, Christmas bonus, food vouchers, and a matched savings fund.
• Employee Assistance Program, wellness initiatives, and ongoing learning and development opportunities.