Senior Resolution Manager

TL;DR

Senior Resolution Manager (Project Management): Managing and resolving high-severity customer and business incidents in a SaaS mental healthcare platform with an accent on cross-functional coordination, incident resolution, and communication. Focus on driving systemic improvements, root-cause analysis, and maintaining customer trust under pressure.

Location: Remote with occasional travel up to 10% of the year

Salary: $97,325 - $114,500

Company

hirify.global is a mental healthcare technology company providing precision mental healthcare services to millions globally, partnering with startups and Fortune 500 companies.

What you will do

• Own and coordinate resolution of high-severity customer and business incidents impacting satisfaction, SLAs, or revenue.
• Mobilize cross-functional teams including Product, Clinical Operations, Engineering, Billing, Legal, and Security to drive resolution plans.
• Provide timely updates to customers and executive leadership with clear communication.
• Lead incident stand-ups, remove blockers, and track progress until resolution.
• Conduct post-incident retrospectives, document root causes, and ensure preventive actions are prioritized.
• Maintain dashboards and reports on incident metrics and deliver insights to leadership.

Requirements

• Remote work with occasional travel up to 10%.
• 5+ years in program or project management in SaaS, healthcare, or regulated environments.
• Experience managing cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success.
• Proficiency with Jira, Zendesk or Salesforce Service Cloud, Gainsight, Slack, and Confluence.
• Strong analytical skills and executive-level communication abilities.
• Empathy and poise under pressure with ability to influence senior stakeholders.

Nice to have

• Familiarity with mental health or healthcare operations and related privacy, security, and compliance considerations.

Culture & Benefits

• Health, dental, and vision benefits starting first day, including One Medical access and HSA/FSA plans.
• Employer-sponsored 401(k) match up to 2%.
• Paid time off including vacation, sick leave, company holidays, and parental leave.
• Access to mental health and wellness programs including therapy, coaching, and medication management.
• Professional development reimbursement and donation matching programs.