Product Manager 2 - Customer Care Experience (AI)

Location: Hybrid in Seattle, Washington, US; availability to work at the hirify.global corporate headquarters at least 4 days per week is required.

Salary: $121,500–$188,500 annual, with potential performance-based incentives.

Company

hirify.global operates retail and digital commerce experiences, including hirify.global.com, hirify.globalRack.com, mobile apps, and stores.

What you will do

• Define product vision, strategy, quarterly priorities, and annual roadmaps for customer care platforms and servicing tools.
• Own platform intake, triage, enhancement requests, backlog prioritization, requirements, user stories, and acceptance criteria.
• Partner with Engineering through agile ceremonies, development, prototyping, and feature releases.
• Collaborate with Fraud and Risk to balance customer experience with abuse prevention and loss reduction.
• Design measurement plans and experiments using resolution time, repeat contact, customer satisfaction, and agent satisfaction metrics.
• Work with Analytics, UX, Care Operations, Engineering, and business stakeholders to improve service quality and customer care tooling.

Requirements

• 3+ years of product management experience or equivalent, with ownership of measurable customer or business outcomes.
• Bachelor’s degree in Business, Math, Engineering, Computer Science, or equivalent experience.
• Experience or familiarity with customer service platforms, CRM, case or conversation management, agent desktop tooling, routing, queues, escalations, and quality assurance.
• Solid technical background, software development principles, Agile development, data analysis, performance metrics, and cohort-based pilot testing.
• Ability to build cross-functional relationships, communicate with stakeholders at different levels, and translate customer and care-professional insights into product decisions.
• Must be available to work onsite at the Seattle headquarters at least 4 days per week.

Nice to have

• Customer service, contact center, CRM, or agent-tooling experience.
• Exposure to fraud and risk, first-party fraud, returns or policy abuse, or loss prevention.
• Experience implementing or extending a commercial service platform.
• Experience with AI-assisted service, virtual agents, agent assistance, AI tooling, or agentic development tools.

Culture & Benefits

• Medical, vision, dental, life, and disability insurance options.
• Retirement benefits, including 401(k), paid time away, and holidays.
• Merchandise discount and employee assistance resources.
• Potential performance-based incentives and bonuses, subject to eligibility requirements.