Sr. Director, Customer Experience and Strategic Execution (AI/SaaS)

Location: Remote within the United States, with up to 25% travel as needed. Not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.

Base salary: $172,000–$215,000 per year, plus eligibility for a target bonus.

Company

hirify.global develops dental practice management technology and cloud products focused on improving patient care and practice performance.

What you will do

• Lead and develop a multidisciplinary organization of approximately 20 team members across customer escalations, customer journey, strategic PMO, Six Sigma, and business analysis.
• Design and own the enterprise escalation system, including severity definitions, service levels, customer communications, executive recovery plans, and post-incident reviews.
• Own the customer journey, Voice of Customer, and HyperCare programs for the first 120 days after go-live on Dentrix Ascend and other cloud products.
• Establish recurring root-cause reviews and prevention mechanisms with Product and Engineering.
• Define customer experience, uptime, delivery quality, and customer effort metrics, partnering with Data & Analytics to identify at-risk customers earlier.
• Direct strategic portfolio governance, operating cadences, annual planning, budgeting, staffing, AI-enabled productivity initiatives, and executive reporting.

Requirements

• 7–12+ years of progressive leadership experience in a related professional discipline.
• Bachelor’s degree or global equivalent in a related field.
• Project management experience or certification such as CAPM, PMP, Project+, or equivalent.
• Demonstrated AI literacy, including experience with large language models, data structures, and AI-enabled business applications.
• Experience leading high-performing teams, managing executive customer escalations, driving root-cause resolution, and building customer-facing programs in B2B and SMB environments.
• Advanced experience with SaaS and client/server technologies, enterprise infrastructure and applications, CRM platforms, Microsoft Office, SQL Server, networking, WANs, Citrix, virtual servers, hosted solutions, and third-party integrations.

Nice to have

• Master’s degree or global equivalent.
• Advanced project management experience.
• Strong storytelling and presentation skills, including translating complex data into clear insights.
• Experience with practice management software and services, including Henry Schein solutions.

Culture & Benefits

• Remote work environment with travel for client meetings, industry conferences, and prospect site visits as needed.
• Health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, and education support.
• Inclusive and supportive environment focused on innovation, ownership, collaboration, and continuous improvement.
• No special physical demands; work uses typical office equipment.