Executive Director, Unified Support (AI)

TL;DR

Executive Director, Unified Support (AI): Leading and transforming the global Xvantage platform support organization by integrating people, processes, and technology to deliver an AI-led, data-driven customer and partner experience with an accent on operational excellence, customer satisfaction, and continuous improvement. Focus on modernizing support operations through automation, AI-led self-service, and strategic vendor management to enhance platform performance and service quality.

Location: Must be based in the U.S.

Salary: $200,900–$361,600 USD per year

Company

hirify.global is a leading technology company driving the global IT sales channel through diverse solutions and its digital platform, hirify.global Xvantage™.

What you will do

• Define and execute the Unified Support vision and operating model for the Xvantage Platform globally.
• Lead the modernization of support operations through automation, AI-led self-service, and data-driven decision-making.
• Oversee day-to-day support operations (L1, L2, and vendor escalations) across global teams and manage financial budgets.
• Act as executive liaison for key vendor support organizations (e.g., Microsoft, AWS) and ensure adherence to joint SLAs.
• Partner with Product and Engineering to ensure customer feedback drives platform fixes and enhancements.
• Foster a high-performance culture and build leadership bench strength across global teams.

Requirements

• Bachelor’s degree in business, technology, or related field (MBA preferred).
• 12+ years of progressive leadership experience in global technical or customer support operations.
• Proven success leading large-scale support transformations with AI, automation, or platform modernization.
• Deep experience managing multi-vendor relationships and global escalation frameworks.
• Strong working knowledge of Zendesk, Netomi, or equivalent AI-enabled support technologies.
• Demonstrated experience leading offshore teams and managing distributed operations across multiple time zones.

Culture & Benefits

• Access to healthcare benefits, paid time off, and parental leave.
• 401(k) plan and company match.
• Short-term and long-term disability coverage and basic life insurance.
• Opportunities for merit increases, annual bonus, sales incentives, and long-term incentives.
• Culture of continuous improvement, accountability, customer obsession, collaboration, empathy, and innovation.