Senior Program Manager - Technical Services Operations

Location: Primarily in-office in Lehi, Utah, or a North Carolina office; onsite work is expected unless on PTO, work travel, or other approved leave.

Annual base salary: $107,000–$183,000 USD. The role may also be eligible for incentive pay and/or equity.

Company

hirify.global is a public data-platform company serving hyperscalers, AI labs, the AI hardware supply chain, data-platform providers, and the broader AI ecosystem.

What you will do

• Lead strategic global Technical Services programs from problem definition through delivery, including milestones, risks, dependencies, resources, governance, and success metrics.
• Define and govern global case-handling standards, severity definitions, entitlement rules, and operational policies.
• Analyze quality findings, post-mortems, CSAT/DSAT signals, case audits, and performance metrics to identify systemic gaps and implement process, tooling, and behavioral improvements.
• Develop executive communications, decision frameworks, change strategies, manager enablement, training, and feedback mechanisms to drive global adoption.
• Own the global register of Technical Services commitments and corrective actions, tracking owners, due dates, evidence, aging, blockers, risks, and closure.
• Improve case-audit compliance, QA rubrics, calibration, DSAT action tracking, coaching follow-through, and verification of impact.

Requirements

• 8+ years of experience in program management, technical or service operations, business operations, process excellence, or a related field.
• Bachelor’s degree in business, operations, engineering, information systems, or a related discipline, or equivalent relevant experience.
• Experience independently leading complex, cross-functional programs from problem definition through implementation, adoption, and measurable outcomes.
• Ability to define scope, milestones, governance, resources, dependencies, risks, decisions, and success measures.
• Experience translating operational data, customer signals, quality findings, case-audit results, QA rubrics, post-mortems, feedback, and launch reviews into standards, policies, tooling, and behavior changes.
• Experience developing executive communications and change strategies, enabling managers, coordinating training and feedback, assessing readiness, tracking adoption, and adjusting plans based on results.
• Strong strategic judgment, executive presence, communication, facilitation, and influencing skills, including the ability to align regional and cross-functional teams without direct authority.
• Strong discipline in managing risks, issues, dependencies, and corrective-action registers, including assigning owners, tracking evidence and aging, removing blockers, escalating risks, and driving closure.
• Experience in enterprise technology, technical support, customer support, or global services.

Nice to have

• Familiarity with case-management, workflow, knowledge, or AI-enabled support tools; AI transformation; release readiness; serviceability; portfolio/VSEM management; or structured change practices.
• PMP, Prosci, Lean/Six Sigma, or a comparable certification.

Culture & Benefits

• Innovation-focused environment that values critical thinking, challenge, and trailblazing.
• Growth support and opportunities to contribute to meaningful work.
• Collaborative culture focused on shared success and low ego.
• Flexible time off, wellness resources, and company-sponsored team events.
• Inclusive workplace with employee resource groups and a commitment to equal opportunity and accessibility accommodations.

Hiring process

• Applications are accepted on an ongoing basis until the role is filled.
• Accommodations are available for all aspects of the hiring process.