Associate Program Manager, Customer Experience (Fintech)

Location: San Francisco, United States

Base range: $132,000–$155,000 USD per year

Company

hirify.global is a profitable, pre-IPO consumer fintech startup that builds products helping millions of customers build credit, access liquidity, and save money.

What you will do

• Build the AI chatbot strategy, including coverage, containment, and resolution quality.
• Design and implement agent-assist workflows and automated servicing flows such as follow-ups, status updates, and issue resolution.
• Improve CX systems including Zendesk, workflows, CSAT collection, internal tools, and standardized support-channel processes.
• Analyze CX performance, identify friction points across support and product journeys, and partner with Product to resolve root causes.
• Build dashboards for CX metrics and initiative impact, including contact rate, CSAT, and customer risk signals.
• Own cross-functional initiatives end to end, from problem definition and solution design through launch and measurement.

Requirements

• 2–4 years of experience in CX, Operations, Product Operations, Consulting, or similar roles, including hands-on customer experience or support operations work.
• Hands-on experience with CX tools such as Zendesk, chat platforms, and CSAT tools.
• Strong analytical and problem-solving skills.
• Ability to operate in ambiguous environments and drive execution.
• Experience working cross-functionally with Product, Engineering, or Operations teams.
• High ownership and a bias toward action.

Nice to have

• Exposure to automation, workflows, or AI-driven tools.
• Experience building dashboards or working with data tools such as SQL or Looker.

Culture & Benefits

• Work in a high-ownership environment focused on execution and scalable systems.
• Collaborate with serial entrepreneurs and cross-functional Customer Operations, Product, Engineering, and Data teams.
• Contribute to products with direct financial impact for millions of customers.
• hirify.global is an equal opportunity employer committed to complying with federal, state, and local equal employment opportunity laws.