Operations Process Design Specialist (AI)

Location: Nashville, Tennessee, United States; employees are expected to work from a hirify.global office 3+ days a week. The role requires periodic travel of less than 10% to hirify.global offices in San Francisco, Denver, and Santiago. A relocation stipend may be available for relocation to a hirify.global hub location.

Salary: $64,000–$80,000 USD annual base salary for Nashville, TN.

Company

hirify.global builds an AI-powered data platform for safe and fair verification, risk assessment, and compliance decisions used by companies and individuals.

What you will do

• Assess current operations and support processes, identify gaps and inefficiencies, and baseline performance using volume, handle time, and TAT data.
• Translate customer experiences into mapped improvements for support flows and define current-state and future-state processes using process flows, swimlane diagrams, and RACI matrices.
• Facilitate sessions with subject matter experts to capture tribal knowledge and convert it into SOPs, runbooks, playbooks, and intake forms.
• Identify opportunities for automation and AI-assisted workflows, including where end-to-end automation is appropriate and where human-in-the-loop checkpoints remain necessary.
• Track process improvements from assessment through adoption, escalating risks and blockers and partnering with Quality & Training, Operations Insights, and Program Management.
• Measure changes against pre-change baselines and report whether improvements changed the relevant metrics and addressed the underlying problem.

Requirements

• 3+ years of experience in process improvement, business process design, or operations analysis, ideally in a support or operations environment.
• Hands-on experience with process mapping methodologies, including process flow diagrams, swimlane diagrams, and RACI matrices.
• Experience assessing current-state processes with structured methodologies and identifying breakdowns, redundancies, and inefficiencies.
• Experience converting unstructured or tribal knowledge into standardized SOPs, runbooks, and intake forms.
• Comfort working with support and knowledge systems such as Zendesk, Salesforce, Confluence, or similar tools.
• Familiarity with AI tools for process documentation, gap analysis, or workflow audits, with judgment about where human review is required.
• Strong facilitation skills and experience running working sessions with cross-functional stakeholders.
• Excellent written communication skills for producing documentation clear to technical and non-technical audiences.
• Experience quantifying process cost in time, volume, or rework before and after changes; strong spreadsheet skills, including pivot tables and lookups. SQL is not required.
• Experience defining and tracking success metrics and recognizing when a metric improves without resolving the underlying problem.
• Ability to work with FCRA-regulated workflows.
• Bias for action, resilience through ambiguity, ownership, and commitment to meaningful outcomes.

Nice to have

• Experience improving support operations workflows in a high-volume, customer-facing environment.
• Lean Six Sigma, BPM certification, or equivalent formal process improvement training.

Culture & Benefits

• Fast-paced, collaborative in-office environment with hub locations in Denver, San Francisco, Nashville, and Santiago.
• Flexible PTO policy, monthly wellness stipend, and learning and development allowance.
• Competitive cash and equity compensation with advancement opportunities.
• 100% medical, dental, and vision coverage.
• Up to $25,000 reimbursement for fertility, adoption, and parental planning services.
• In-office perks include lunch five times a week, a commuter stipend, and snacks and beverages.