Senior BPO Operations Associate (E-Commerce Merchandising)

Location: Hybrid role based at hirify.global's Boston headquarters; in-office Monday through Thursday and work from home on Friday. This is not a fully remote position.

Annual base pay: USD 83,500–92,250. Equity, bonuses, commissions, and other compensation may be provided depending on the position.

Company

hirify.global is an e-commerce company and online destination for home furnishings, supported by technology and global operations.

What you will do

• Provide visibility into workforce capacity, headcount, utilization, overtime, and flexing to align staffing with workload.
• Build and maintain recurring KPI reporting covering ticket volume, backlog, inflow, resolution, service levels, productivity, and supplier experience.
• Analyze SupportHub queue trends and bottlenecks, identify root causes, and recommend improvements to turnaround time, quality, and ticket routing.
• Support BPO budget and spend governance, including vendor costs, forecasts, run rates, headcount assumptions, and planned savings.
• Maintain operational data across dashboards, spreadsheets, and workforce management tools such as VNDLY; identify gaps and improve data quality.
• Partner with Merch teams, offshore BPO partners, Finance, Procurement, vendors, and other operations stakeholders to resolve issues, implement improvement plans, automate recurring reporting, and streamline SupportHub workflows with AI and embedded automations.

Requirements

• Experience in Finance or Accounting, business operations, workforce planning, or vendor management.
• Strong analytical skills and comfort working with large or imperfect datasets.
• Proficiency with spreadsheets and reporting tools.
• Ability to explain trends clearly, connect metrics to operational decisions, and present concise recommendations to varied audiences.
• Strong organization and follow-through across recurring deliverables and multiple stakeholders.
• Clear written and verbal communication, sound judgment, and a collaborative approach to problem-solving.

Nice to have

• Experience with BPO or offshore operations, Finance or Accounting, ticketing or service workflows, workforce management systems, budget forecasting, or dashboard and reporting automation.

Culture & Benefits

• Full medical, dental, vision, HSA, and FSA benefits are available from day one for eligible employees.
• Global Traveler Health Insurance through GeoBlue and access to virtual medical consultation and navigation services.
• Mental, financial, physical, and emotional wellbeing support, including therapy and coaching.
• Basic Life and Accidental Death & Disability Insurance, 401(k) matching with immediate vesting, and paid parental leave.
• Surrogacy and adoption reimbursement, caregiver services, tuition reimbursement, employee discounts, fitness discounts, and access to additional perks.
• hirify.global does not sponsor applicants for F1-OPT, STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN visas for this position.