Senior Manager Customer Repair (AI & Telecom)

Location: Remote, United States. Full-time work from home; availability for any shift, including nights, weekends, and holidays, is required. The supported center operates 24x7x365.

Base salary: $129,639–$172,852 in specified states; $136,121–$181,494 in specified states; $142,603–$190,137 in specified states. Individual pay depends on location, skills, experience, and other factors.

Company

hirify.global provides fiber-based connectivity and network services for enterprises, governments, and communities across cloud, edge, and AI workloads.

What you will do

• Lead the Strategic Engagement and Response Team within Enterprise Repair and manage critical, chronic, and executive-visible customer service issues.
• Own 4th- and 5th-level escalations from intake through closure, including executive bridges, status updates, RFOs, remediation commitments, lessons learned, and follow-up actions.
• Lead cross-functional projects and programs covering Ops as a Service, Customer Experience, automation, roadmaps, milestones, UAT, production readiness, rollout, adoption, and executive reporting.
• Drive corrective actions across Engineering, Field Operations, NOC, Provisioning, Sales, and third-party carriers, and lead chronic circuit identification, tracking, and permanent resolution.
• Use repeat-trouble, MTTR, and failure data for root-cause and trend analysis; improve SLAs, RACI, SOPs, runbooks, playbooks, and KPIs to prevent repeat issues.
• Set and deliver automation and AI goals, including touchless tickets, Agentic AI solutions, auto-ticketing, diagnostics, chronic detection, notifications, closure automation, ROI measurement, and team capability development.

Requirements

• Bachelor’s degree in Engineering, Telecommunications, Business, or a related field, or equivalent experience.
• 10+ years of experience in telecom network operations, service assurance, or customer repair, including 5+ years in leadership.
• Deep knowledge of circuit-based and IP services, including Ethernet, Wavelength, MPLS/IP VPN, DIA, TDM/legacy services, and the repair lifecycle.
• Proven success handling executive-level customer escalations, leading bridges, and communicating directly with customer and internal executives.
• Strong written and verbal communication skills, including executive briefings, RFOs, and presentations to senior leaders.
• Proven project management experience delivering cross-functional initiatives on time.
• Experience defining and operating processes and KPIs, with strong root-cause analysis and data-driven decision-making skills.
• Experience leading or sponsoring automation, AI, or software delivery in an operations setting.
• Ability to lead through pressure, develop employees, build bench strength, and maintain team focus and resilience.

Nice to have

• Hands-on experience with AI, generative AI, or Agentic AI solutions in operations or customer service.
• PMP or equivalent project management certification.
• Familiarity with Agile delivery, backlog management, and UAT.
• Experience growing revenue through managed services or operations-as-a-service offerings.
• Experience leading Customer Experience initiatives.
• Lean, Six Sigma, or ITIL certification.
• Data analysis skills using SQL, Power BI, or Tableau.
• Experience managing third-party carrier and LEC escalations.

Culture & Benefits

• Remote work-from-home arrangement with a high-accountability environment focused on ownership, resilience, trust, and continuous improvement.
• Health, life, voluntary lifestyle, and other wellbeing benefits.
• Bonus structure may include short-term incentives, long-term incentives, and/or sales compensation.
• Equal employment opportunity and a case-by-case background screening process apply.

Hiring process

• A video interview with recorded responses and Game Challenges may be required immediately after applying.
• Completion of the video interview is required for consideration and is recommended within five days of applying.