Senior CX Operations Lead (SaaS)

Location: Chicago, United States; hybrid work

Salary: $80,910–$114,840/year base pay; expected OTE of $93,000–$132,000/year including bonus or commission.

Company

hirify.global provides a customer engagement SaaS platform with cross-channel messaging, journey orchestration, AI-powered decisioning, and optimization capabilities.

What you will do

• Own and continuously improve operational processes and business requirements across Expert Services and Professional Services.
• Identify bottlenecks and manual pain points across services scoping, delivery, partner enablement, resource planning, revenue, and utilization, then design scalable solutions.
• Lead operational improvement programs aligned with departmental and company OKRs.
• Partner with Data Engineering, CX leaders, Program Management, GTM Operations, Business Systems, Salesforce Administration, and Enablement teams.
• Develop reporting frameworks and use analytics to provide senior leadership with actionable operational insights.
• Define business requirements, support scalable systems implementation, lead change management and documentation, and collaborate with Growth Engineering on AI solutions.

Requirements

• 5+ years of relevant experience in Operations or Process Improvement, preferably in a SaaS company, including preferably 3–4 years supporting B2B SaaS CX Services operations.
• Experience with professional or expert services delivery, partner services and programs, client implementation, and technical support workflows.
• Proven experience managing complex divisional projects and operational excellence frameworks across Expert Services and Partner Services.
• Strong data analysis, advanced analytics, metric tracking, and experience using insights for strategic business decisions.
• Advanced proficiency with Salesforce and the ability to determine when to use Salesforce versus alternative technical tools.
• Experience translating business cases into precise specifications and requirements documents, plus expertise in business process modeling or improvement methodologies.
• Experience with PSA/ERP tools and advanced Excel or reporting platforms.
• Strong written and verbal communication, senior stakeholder influence, consensus building, organization, attention to detail, autonomy, and accountability.
• Measurable evidence of driving meaningful change and efficiency improvements in an Operations environment.

Nice to have

• Strong working knowledge of Snowflake.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience focused on community, connection, and innovation.
• Benefits may include equity, retirement and employee stock purchase plans, flexible paid time off, and medical, dental, vision, life, and disability coverage.
• Family services include fertility benefits and equal paid parental leave.
• Professional development includes formal career pathing, learning platforms, and a yearly learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a collaborative culture recognized as a Great Place to Work.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization; recruiting teams remain responsible for hiring decisions.
• Candidates may opt out of AI-assisted application review by following the instructions in the application form before submitting each application.