Staff Tooling & Platform Operations Manager

Location: Hybrid in Brooklyn, New York, United States; candidates within commuting distance of the Brooklyn office are prioritized and expected to come in once or twice per week. Remote candidates outside commuting distance may be considered case by case, with occasional travel to the office.

Salary: $146,000–$198,000 annual in Geo-1 or $132,000–$178,000 annual in Geo-2, depending on location, skills, and experience.

Company

hirify.global is a global marketplace for unique and creative goods, building tools and technologies that connect millions of entrepreneurs with buyers worldwide.

What you will do

• Own intake, prioritization, requirements gathering, and implementation planning for Customer Operations tooling workflows.
• Identify recurring tooling friction with Customer Support, Trust & Safety, Risk & Fraud, Quality, Enablement, Workforce Management, Partner Success, and BPO partners.
• Lead tooling initiatives from discovery through implementation and post-launch support with Product, Engineering, Analytics, Operations, and other cross-functional teams.
• Define scalable tooling solutions, durable technical standards, operating rhythms, roadmaps, launch checklists, and risk reviews.
• Maintain workflow documentation, decision and escalation frameworks, launch plans, user guides, and operational playbooks.
• Support major launches, workflow changes, partner ramps, holiday readiness, and leadership communications on priorities, risks, blockers, tradeoffs, and recommendations.

Requirements

• Significant experience in tooling operations, business operations, customer operations technology, program management, systems operations, product operations, or a related field.
• Experience leading complex, cross-functional tooling initiatives through discovery, scope definition, requirements gathering, technical design, implementation, and post-launch support.
• Ability to operate independently as a senior individual contributor, influence without direct authority, and build trusted relationships with leaders and cross-functional teams.
• Strong program leadership skills, including defining scope, clarifying ownership, managing timelines and dependencies, identifying risks, communicating tradeoffs, and driving follow-through.
• Proactive approach and clear communication with technical and non-technical audiences at all levels, including synthesizing complex tooling issues and recommending a path forward.
• Strong systems thinking and problem-solving skills connecting tooling and architecture decisions to agent experience, efficiency, quality, scalability, and business outcomes.
• Experience working across Operations, Product, Engineering, Quality, Enablement, Analytics, Workforce Management, or vendor/BPO teams.

Nice to have

• Experience with agent-facing tools, outsourced operations, Customer Support, Trust & Safety, Risk & Fraud, or marketplace environments.
• Experience building tooling roadmaps, intake processes, documentation systems, or executive-ready updates.

Culture & Benefits

• Cross-functional environment focused on customer outcomes, operational efficiency, agent experience, and partner readiness.
• Development opportunities beyond promotions, with support for career growth and collaborative relationships.
• Hybrid work with occasional office travel for eligible remote candidates.
• Equity package, annual performance bonus, and competitive benefits supporting employees and their families.
• Inclusive workplace with equal employment opportunity and reasonable accommodation during the hiring process.
• Visa sponsorship may be available for certain roles and skills.

Hiring process

• Submit a resume; a cover letter is optional.
• Reasonable accommodations are available during any part of the interview or hiring process.