Senior Manager of Customer Operations

Location: Primary residence required in or near an approved city in the United States, Canada, or Mexico; occasional in-person attendance is required for all employees.

Salary: $83,000–$134,000 USD outside California; $94,000–$141,500 USD in California; CA$99,000–CA$126,500 in Canada. The position is also eligible for equity and benefits.

Company

hirify.global operates digital reading, listening, knowledge-sharing, and community products including hirify.global, SlideShare, Everand, and Fable.

What you will do

• Run the operating model across outsourced BPO and in-house customer support teams.
• Own customer satisfaction, resolution time, quality, and cost-per-contact KPIs.
• Hire, coach, develop, and structure a high-touch customer operations organization.
• Manage BPO performance, capacity planning, forecasting, budgets, and staffing recommendations.
• Lead reputation and reviews programs across Trustpilot, the Better Business Bureau, and app stores.
• Partner with Trust, Compliance, Legal, Product, Engineering, training, quality, and data teams on escalations, tooling, automation, and continuous improvement.

Requirements

• 8+ years of customer support or customer operations experience, including 5+ years in people leadership.
• Experience leading through managers and developing specialized functional leads.
• Experience building high-touch support teams and managing outsourced/BPO vendor relationships.
• Strong knowledge of CSAT, resolution time, quality, cost-per-contact, contact center operations, and forecasting.
• Experience analyzing reports in support platforms such as Zendesk and using spreadsheet tools such as Google Sheets.
• Familiarity with AI-enabled support tools, trust and safety, content moderation, DMCA, or privacy.

Nice to have

• Experience operating in a regulated, high-stakes support environment.
• Experience introducing new tools and processes in a growing organization.

Culture & Benefits

• hirify.global Flex provides a flexible work model balanced with intentional in-person collaboration.
• Health, dental, vision, mental health, disability, paid time off, holidays, winter break, volunteer time, and sabbatical benefits.
• Paid parental leave, family support, retirement matching, and employee equity.
• Learning and development programs, wellness and home office stipends, and access to AI tools.
• Complimentary access to hirify.global products.