TL;DR

Cx Senior Program Lead (Proactive Support): Leading the delivery of the vision, strategy, and execution of Proactive Support for CX by intervening before customers churn, face friction, or miss value opportunities. Focus on cross-functional programs to stand up a real-time signal-to-action engine and driving revenue uplift through interventions on LTV-harming events, strategic retention plays, and targeted acquisition/adoption engagements.

Location: In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually.

Salary: $124,780—$146,800 USD

Company

%hirify_global% is on a mission to increase economic freedom in the world.

What you will do

Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds.
Stand up dynamic, governed customer cohorts exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes.
Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction.
Define and land program KPIs, dashboards, and operating reviews.

Requirements

5+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech).
Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization.
Strong execution leadership in partnership with Product, Eng, Data, and Operations.
Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes.
Excellent communication and stakeholder management across levels.
Technical awareness of how this technology should function.

Nice to have

MBA or higher level degree
Crypto, financial services, or other tech-company experience
Lean Six Sigma, or green/black belt certification
Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance.

Culture & Benefits

Medical, Dental and Vision Plan with generous employee contributions
Health Savings Account with company contributions each pay period
Disability and Life Insurance
401(k) plan with company match
Generous Time off/Leave Policy