Customer Experience Senior Manager (AI)

TL;DR

Customer Experience Senior Manager (AI): Rebuilding and optimizing an AI-powered customer experience engine with an accent on strategic leadership, content knowledge base, and experience insights. Focus on developing new operating models, fostering team growth, and influencing product roadmaps with validated customer pain patterns.

Location: Office in Mexico City or Philippines, or remote from United Kingdom

Company

hirify.global is a leading go-to-market SaaS solution for revenue teams, trusted by over 500,000 companies globally, providing verified contact data and automation tools.

What you will do

• Architect and build strategic operating models for Customer Experience and Knowledge Base teams.
• Lead the transformation of content knowledge base into a strategic asset for AI and self-service.
• Develop the Customer Experience Change Agent team, shifting from QA to experience discovery and insights.
• Integrate customer experience insights into Product, Engineering, and other partners to drive improvements.
• Coach and develop team leads, analysts, and writers, fostering a culture of curiosity and accountability.

Requirements

• 5 or more years in customer experience, content, operations, or insights roles.
• 5 or more years leading managers, leads, or high performing individual contributors.
• Experience building or evolving teams through change, ambiguity, or rapid scaling.
• Strong partnership record with Product, PMM, Engineering, or Enablement.
• AI-focused mindset, comfortable designing frameworks and systems from scratch.
• Exceptional written and verbal clarity.

Culture & Benefits

• Culture of extreme ownership, focus, urgency, and continuous learning.
• Deep investment in employee growth with resources, support, and autonomy.
• Collaborative "all for one" team environment.
• Encouragement for bold ideas and courageous action.
• Opportunity to make a real impact and thrive in a fast-growing SaaS company.