TL;DR

CX Senior Program Lead (Proactive Support): Leading the delivery of Proactive Support for CX, intervening before customers churn or face friction, and driving revenue uplift through interventions on LTV-harming events, retention plays, and acquisition engagements with an accent on real-time signal-to-action engine, dynamic persona-based cohorting, configurable rules-to-task decisioning, and specialized routing/operations. Focus on program strategy, roadmap, execution, and operational outcomes across product, data, platform, workforce management, and operations.

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

Salary: $130,900—$154,000 USD

Company

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

What you will do

Lead the 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 by routing enriched tasks to accountable teams that prioritize back-office fixes first.
Drive the throttled demand staffing model grounded in purge percentage and partner with WFM to match supply to prioritized demand windows.
Define and land program KPIs, dashboards, and operating reviews.
Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse.

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: roadmapping, dependency management, risk mitigation, and measurable outcomes 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; ability to translate strategy into pragmatic execution plans and results.
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 Plan, 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.
Wellness Stipend.
The option of getting paid in digital currency.

Cx Senior Program Lead (Proactive Support)