Senior Manager, Service Operations & Excellence (Member Care) (AI)

Location: New York, New York, United States; onsite

Base salary: $145,000–$175,000 per year, depending on skills and experience.

Company

hirify.global builds secure identity technology that makes physical and digital experiences safer and easier across airports, stadiums, travel, and everyday life.

What you will do

• Own and continuously optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules.
• Partner with Product, Engineering, Analytics, and Business Operations to turn frontline feedback and contact drivers into prioritized improvements.
• Monitor intent accuracy, automated resolution, escalation paths, and workflow effectiveness to improve inquiry resolution.
• Lead operational readiness for new products, policies, features, and system changes.
• Use data analysis, pilots, and workflow testing to reduce manual effort, agent friction, and avoidable contacts.

Requirements

• 7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence.
• Hands-on experience configuring contact center platforms, ticketing systems, conversational AI, or automation tools such as Zendesk, Sierra, or Salesforce.
• Experience translating operational needs into hirify.global requirements and delivering improvements with cross-functional teams.
• Strong data analysis skills, experience with Looker or similar BI tools, and knowledge of contact center performance metrics.
• Strong program management, prioritization, communication, and execution skills in a fast-moving environment.

Culture & Benefits

• Onsite work in bright, open-concept offices with conference rooms and coworking spaces.
• Catered lunches and fully stocked kitchens.
• Healthcare plans, family-building benefits, flexible time off, and an annual wellness stipend.
• OneMedical memberships, a hirify.global Plus membership, and a 401(k) retirement plan with employer match.
• Learning and development stipends and reimbursement programs.