Sr. Principal Support Partner Manager (Cybersecurity)

Location: Hybrid, USA - Tempe, AZ

Company

hirify.global provides cybersecurity, online privacy, identity protection, and financial wellness solutions through consumer brands including Norton, Avast, LifeLock, and MoneyLion.

What you will do

• Lead outsourced contact center strategy, partner relationships, operational performance, and service excellence.
• Extract, monitor, analyze, and validate KPI and service-level data; identify trends, efficiencies, and improvement opportunities.
• Align staffing forecasts, billable hours, budgets, and operational plans with Workforce Management and VMO leadership.
• Manage partner contracts and negotiations with Procurement, ensuring contractual adherence and effective day-to-day operations.
• Lead weekly, monthly, and quarterly business reviews, stakeholder feedback loops, and partner escalations.
• Oversee operating expenses, invoice reconciliation, regulatory compliance, internal controls, and deployment of new initiatives.

Requirements

• Bachelor’s degree. MBA is preferred, and COPC certification is an advantage.
• 8+ years of experience managing an internal or outsourced call center.
• Experience managing outsourced partners in a fast-paced environment and working with contact center technology.
• Excellent written and verbal communication skills, including presenting to diverse internal and external audiences.
• Ability to work with complex mathematical concepts and statistics to document, report, compare, and draw conclusions from partner-performance and campaign data.
• Strong planning and execution skills, including managing multiple competing priorities.
• Ability to work independently, remain self-motivated, manage time effectively, and be resourceful in complex situations.
• Experience using AI tools and automation for vendor management and performance tracking, with openness to emerging technologies.
• Self-directed, resourceful, organized, and adaptable, with sound judgment, contingency plans, and accountability for plans and results.

Nice to have

• Leadership experience in a multilingual support contact center.
• Experience with financial products.

Culture & Benefits

• Flexible working options, time off, competitive pay, benefits, and well-being programs.
• Environment focused on healthy debate, experimentation, continuous learning, and diverse perspectives.
• Customer-driven culture emphasizing collaboration, respect, and meaningful results.

Hiring process

• TA Call.
• Virtual Hiring Manager Interview.
• Key Partner Interviews.