Director, Vendor Delivery

Location: Remote in the United States; employees near hirify.global offices may choose fully remote or hybrid work with office attendance on Tuesdays and Wednesdays. Occasional business travel is required, including 3–4 trips per year and potential international travel to vendors abroad.

Hiring range: $80,000–$125,000 annually. Exact salary depends on location, experience, qualifications, and market data.

Company

hirify.global is a self-sustaining nonprofit focused on expanding educational and career opportunities through digital assessment delivery and customer support for students, educators, parents, and state partners.

What you will do

• Lead end-to-end delivery of SSD Tier 1 support through third-party contact center partners and support alignment with Tier 2 and Tier 3 teams.
• Monitor vendor performance against SLAs and KPIs, including contact volumes, call efficiency, abandonment, staffing utilization, shrinkage, occupancy, and escalation quality.
• Build quality gates, audits, compliance checkpoints, coaching plans, action plans, and performance tracking for vendor teams and individual agents.
• Use analytics, ERP systems, automation platforms, Lean or Six Sigma methods, and root cause analysis to identify inefficiencies and improve workflows.
• Manage operational risks, service continuity, budgets, incentives, penalties, and updates to vendor procedures as SSD policies and eligibility rules evolve.
• Communicate performance, escalations, and action plans to CEE leaders, program stakeholders, vendors, and partner organizations while driving cross-functional customer experience improvements.

Requirements

• 7+ years of progressive experience in contact center operations, including management of large-scale, multi-channel environments such as voice, email, chat, and self-service.
• Ability to lead and influence cross-functional and vendor teams and optimize SLAs, AHT, FCR, NPS, and CSAT.
• Experience designing and implementing scalable service delivery strategies and continuous improvement initiatives across Tier 1 and Tier 2 support models.
• Ability to experiment with and adopt new AI-driven solutions, independently learn new tools, and apply emerging industry best practices.
• Expertise in workforce management, capacity planning, quality assurance, performance monitoring, coaching frameworks, and frontline development.
• Familiarity with generative AI applications in contact center operations.
• Bachelor’s degree in a relevant field is preferred; equivalent practical experience in contact center operations and leadership is considered.
• Ability to travel 3–4 times per year to hirify.global offices or for hirify.global business, including potential international travel to vendors abroad.
• Authorization to work in the United States.
• Clear and concise written and verbal communication, a learner’s mindset, commitment to growth, data-informed decision-making, collaborative and empathetic working style, and willingness to work on mission-driven educational opportunities.

Culture & Benefits

• Remote work is available, with a hybrid option for employees who live near hirify.global offices.
• Occasional in-person meetings and business travel are part of the role.
• Work is centered on expanding educational and career opportunities and supporting students and educators.
• Emphasis on curiosity, emerging technologies, experimentation, continuous learning, diverse perspectives, feedback, collaboration, and measurable impact.
• Compensation is designed around qualifications, experience, impact, location, and market data, with transparent compensation and benefits discussions.

Hiring process

• Application review begins immediately and continues until the position is filled; applications are expected to remain open for at least five business days.
• Typical steps include application review, recruiter phone or video screen, hiring manager interview, performance exercise, panel interview, leadership conversation, and reference checks.