Senior Customer Service Program Manager

Location: Available in 2 locations in the United States.

Base salary: $124,500–$199,000 per year.

Company

hirify.global operates an e-commerce platform focused on pet products and services.

What you will do

• Partner with senior leaders to prioritize and deliver high-impact Customer Care initiatives.
• Manage cross-functional programs involving Customer Care, engineering, operations, product, and analytics teams.
• Lead business reviews, define KPIs and operational targets, and build accountable roadmaps.
• Use statistical analysis, operational insights, and executive-ready narratives to support decisions and continuous improvement.
• Identify process bottlenecks and implement scalable solutions, automation, inspection mechanisms, and reporting tools.
• Prepare Customer Care for product launches and maintain ongoing process health.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience managing technical or data-driven projects with cross-functional coordination.
• Track record of delivering large-scale initiatives under tight timelines and changing priorities.
• Strong written and verbal communication, analytical, problem-solving, statistical analysis, and root-cause identification skills.
• Ability to influence stakeholders, build consensus, manage ambiguity, and communicate with engineers and senior executives.
• Experience with program and project management, ownership, and follow-through.

Nice to have

• Experience in Customer Experience, Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
• Experience with customer journey analytics, Voice of Customer programs, or defect elimination.
• Experience partnering with Product, Engineering, and Analytics teams.
• Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
• Proficiency with SQL, Snowflake, and other analytical tools.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, and other insurance options.
• 401(k), equity grants, and potential annual bonus eligibility for qualifying positions.
• Parental leave, family services, backup dependent care, flexible spending accounts, and telemedicine.
• Unlimited PTO for exempt salary team members, subject to manager approval, plus six paid holidays.
• Pet adoption reimbursement, employee assistance, pet insurance discounts, and hirify.global.com discounts.