Principal, Customer Experience Strategy (Fintech)

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.