Senior Program Lead (Proactive Support)

TL;DR

Senior Program Lead (Proactive Support): Leading the vision, strategy, and execution of a Proactive Support program for customer experience, focusing on eliminating customer pain points and driving revenue uplift. Focus on building a real-time signal-to-action engine, dynamic persona-based cohorting, and optimizing customer support interactions for fast value unlocks.

Location: Remote (US) with required in-person participation for team and company-wide offsites annually.

Salary: $130,900–$154,000 USD (base annual salary, plus bonus and equity eligibility).

Company

hirify.global is on a mission to increase economic freedom in the world by building the emerging onchain platform and the future global financial system.

What you will do

• Lead the end-to-end program for a single, real-time customer-impact signal fabric to detect unhappy-path and revenue-opportunity events.
• Stand up dynamic, governed customer cohorts exposed via API to decision engines for self-serve creation, versioning, and targeting.
• Establish and scale a specialized resolution operating model, routing tasks to accountable teams for back-office fixes and authenticated outreach.
• Drive a throttled demand staffing model based on purge percentage, partnering with Workforce Management to match supply to prioritized demand.
• Define and land program KPIs, dashboards, and operating reviews.
• Prioritize signals and plays to reduce Lifetime Value (LTV) loss, decrease contact rate, improve CSAT, and mitigate fraud/abuse.

Requirements

• 5+ years of program management experience in complex, cross-functional environments (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 roadmapping, dependency management, risk mitigation, and measurable outcomes with Product, Engineering, Data, and Operations.
• Experience defining and operationalizing SLAs/KPIs and tying operational levers to revenue, retention, and Customer Experience (CX) outcomes.
• Excellent communication and stakeholder management across all levels.
• Technical awareness of how relevant technology should function, strong analytical and problem-solving abilities.
• Familiarity with operations data analysis and using data to inform customer experience improvement decisions.

Nice to have

• MBA or higher degree.
• Crypto, financial services, or other tech-company experience.
• Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance.
• Familiarity with contact center task routing and orchestration (e.g., Amazon Connect).
• Experience in fraud/abuse, payments, or compliance-adjacent CX workflows.

Culture & Benefits

• Competitive annual base salary, bonus eligibility, and equity eligibility.
• Medical, Dental, and Vision Plans with generous employee contributions.
• Health Savings Account with company contributions.
• 401(k) plan with company match.
• Wellness Stipend, Mobile/Internet Reimbursement, Connections Stipend.
• Volunteer Time Off and Generous Time off/Leave Policy.
• Fertility Counseling and Benefits.
• Option of getting paid in digital currency.
• In-person participation is required throughout the year for team and company-wide offsites.
• Work culture demands high performance and continuous leveling up.