TL;DR

Principal Customer Experience Strategy Manager (Fintech): Driving strategic initiatives and operational improvements to deliver world-class support experiences for midmarket customers within the %hirify_global% Enterprise Suite ecosystem with an accent on customer-focused thinking and data-driven insights. Focus on optimizing performance across partner networks, scaling support solutions, and advocating for complex customer requirements to drive retention and revenue growth.

Location: Must be based in Atlanta (GA), Mountain View (CA), or San Diego (CA)

Salary: $185,000–$260,000 (Based on location)

Company

%hirify_global% is a global financial technology platform that powers prosperity for people and communities through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

Drive initiatives to resolve complex customer issues and enable revenue growth across the Enterprise Suite midmarket segment.
Analyze and improve operational performance of the Expert Network to hit financial and experience targets.
Serve as a strategic thought partner in evolving product support experiences for advanced workflows and integrations.
Design and implement scalable solutions to improve operational efficiency and customer satisfaction.
Collaborate cross-functionally with sales, product, and strategy teams to advocate for customer and expert needs.
Partner with technology teams to integrate platforms like %hirify_global% Assist and RPA into expert workflows.

Requirements

8+ years of experience in driving customer-centric operations in a fast-paced environment.
Proven expertise in supporting high-value customers with advanced product or workflow requirements.
Strong track record of influencing senior stakeholders and leading cross-functional teams without direct authority.
Background in managing complex organizational change initiatives within a dynamic environment.
English proficiency: Excellent written and verbal communication skills.
Bachelor’s degree or equivalent required; MBA or operations-focused graduate degree preferred.

Culture & Benefits

Competitive compensation package including cash bonus and equity rewards.
Regular pay-for-performance evaluations and commitment to fair pay practices.
Opportunity to work on a global financial technology platform at scale.
Access to robust career development and internal mobility opportunities.
Collaborative, innovation-focused environment that prioritizes customer advocacy.

Principal, Customer Experience Strategy (Fintech)