Director, Product Support - US West (AI)

Location: Remote within West Coast US locations in PST or MST time zones only; coverage may include the US Pacific team, weekend escalations, and up to 20% global travel.

Base compensation: $143,200–$251,800 per year, with possible commission or performance-based bonus opportunities.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Lead global Product Support strategy, organizational planning, budgeting, training, and resource forecasting.
• Build high-performing teams and leadership pipelines through coaching, empowerment, and talent development.
• Establish KPIs and implement improvement programs that strengthen customer outcomes and operational performance.
• Use AI, digital, and self-service solutions to improve support efficiency and enable proactive resolution.
• Partner with Product, Engineering, and Customer Success to turn customer feedback into platform improvements.
• Represent Product Support in customer escalations, executive briefings, pre-sales cycles, RFP responses, and industry forums.

Requirements

• 10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations.
• Experience leading global, high-performing teams across multinational and multicultural environments.
• Expertise in cloud delivery models, digital transformation, and AI-powered support solutions such as chatbots, virtual assistants, and predictive analytics.
• Demonstrated ability to drive customer-first business outcomes, manage organizational change, and scale support processes.
• Strong executive communication skills, including direct engagement with C-level customers.
• Availability for PST or MST coverage, occasional weekend escalations, and up to 20% global travel.

Culture & Benefits

• Flexible work schedules and work-from-home opportunities.
• Medical, dental, vision, and telehealth coverage.
• Open Time Off and 10 paid holidays.
• 401(k) matching, adoption assistance, and fertility treatment benefits.
• Mentorship, leadership development, learning programs, education support, paid volunteer time, and well-being resources.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews before final follow-up.