Program Manager, AI Agent & Support Automation

Location: Fully remote within NOAM

Salary: $150,000 annual base salary, plus target bonus and benefits.

Company

hirify.global provides SaaS products and services focused on customer experience, staffing, and enterprise support operations.

What you will do

• Own Sophia end to end, including configuration, prompts, subagents, topics, actions, routing, escalation-to-case workflows, and guardrails.
• Design, test, and iterate prompts and instructions in sandbox environments, using regression testing before production releases.
• Define and drive case deflection, containment, and CSAT targets, and report self-service performance to executives.
• Monitor production transcripts, accuracy, drift, and quality to identify and resolve regressions.
• Establish human-in-the-loop policies, responsible-AI practices, governance, and rollback plans.
• Partner with Support Operations, CX Data & Analytics, Enablement, and platform vendors to improve internal and external self-service.

Requirements

• 4+ years of experience in support operations, customer experience, conversational or AI design, or self-service and deflection roles at a SaaS or technology company.
• Hands-on experience configuring, deploying, and tuning conversational AI agents in production; Agentforce and Agent Script experience are strongly preferred.
• Experience designing, testing, and iterating prompts to improve AI accuracy and behavior.
• Demonstrated case deflection results using self-service AI tools, supported by data and conversation analysis.
• Experience with Salesforce Service Cloud, Experience Cloud, dashboards, scorecards, and translating metrics into recommendations.
• Strong written communication, executive-level reporting, cross-functional influence, and product, project, or change management experience.

Nice to have

• Salesforce Administrator or Agentforce Specialist certification.
• Low-code or scripting experience with Flow, APIs, or JSON.
• Knowledge of KCS, knowledge management, and the effect of article quality on AI deflection.
• Experience with AI-assisted support tools and data visualization platforms such as Snowflake, Tableau, or Salesforce reports.
• Background in staffing, HR tech, or enterprise SaaS, including support for global teams across US and EMEA time zones.

Culture & Benefits

• Fully remote work within NOAM.
• Medical, dental, vision, 401(k), and 401(k) match eligibility from day one.
• Unlimited planned paid time off and global mental health support.
• On-demand learning and development, quarterly paid volunteer days, and a company-wide mentor program.
• People-first culture built around ownership, energy, speed and agility, service, and being human.