Sr. Manager, Partner Support Services (Remote)

Location: Home Based in Oak Brook, Illinois, United States. Remote status and role locations may change; relocation is not provided.

Salary: $115,300–$140,000 per year, with possible incentive and bonus opportunities.

Company

hirify.global provides health and wealth solutions including automatic rollover services, health savings accounts, emergency savings, and custody services for individuals, employers, and institutional partners.

What you will do

• Lead the Level 1 Partner Support Services function, including staffing structure, shift coverage, tooling, ticket routing, and knowledge base strategy.
• Manage budgets, headcount planning, workforce forecasts, vendor or BPO costs, and technology investment planning.
• Monitor service performance against SLAs, including response time, resolution rate, ticket quality, backlog aging, and partner satisfaction.
• Define triage, escalation, incident activation, severity, communication, and closure standards across SEV1–SEV4 incidents.
• Act as the escalation point for high-visibility partner issues and coordinate with Technical Operations, Engineering, Account Management, Relationship Management, and Compliance.
• Drive automation, self-service deflection, documentation governance, and process improvements to reduce ticket volume and improve first-contact resolution.

Requirements

• 7+ years of experience in client or partner support, contact center, or service operations leadership, including 4+ years managing managers or supervisors.
• Experience with enterprise ticketing or service management platforms such as Jira Service Management, ServiceNow, Zendesk, or NICE CXone, plus workforce management tools.
• Demonstrated ownership of budgets, headcount planning, staffing models, vendor or BPO relationships, and operational forecasts.
• Strong people leadership, executive communication, financial acumen, incident governance, and data-driven decision-making skills.
• Bachelor’s degree in Business, Operations Management, or a related field required.
• Experience in financial services, healthcare, or benefits administration is strongly preferred.

Culture & Benefits

• Healthcare coverage and a 401(k) savings plan.
• Company holidays, paid time off, parental leave, and an employee assistance program.
• Values-focused environment centered on compassion, integrity, continuous improvement, and collaboration.
• Remote work arrangement with role location subject to change.