Senior Support Operations Program Manager (AI)

TL;DR

Senior Support Operations Program Manager (AI): Leading the development of custom tooling solutions for customer support to enhance efficiency, quality, and overall experience, with an accent on analytics, product thinking, and operational insights. Focus on designing intuitive, scalable tools, integrating AI-driven enhancements, and driving cross-functional initiatives from idea to execution.

Location: Hybrid, requiring residence in reasonable proximity to the office in Prague, Czechia. Not eligible for work from other countries.

Company

hirify.global, founded in 2014, is an AI Revenue Workflow Platform that helps sales leaders with connected account visibility, performance insights, and higher forecasting accuracy.

What you will do

• Build custom tooling solutions and automation to streamline workflows, reduce friction, and enhance customer and agent experience.
• Leverage support and product data to uncover insights, prioritize initiatives, and influence stakeholders.
• Act as a product owner, defining requirements, collaborating with engineering, and delivering intuitive and scalable solutions for internal custom tooling projects.
• Champion support excellence by building systems that empower agents and optimize productivity across teams.
• Keep the customer and support agent experience central to innovation, advocating for human-centered tools.
• Identify opportunities to unleash the power of AI for automation, intelligent routing, and predictive insights in support.
• Lead projects from idea to execution with exceptional communication, stakeholder alignment, and a bias for action.

Requirements

• Sharp analytical mindset with comfort in data-driven decision-making.
• Experience in product development or operations, ideally with internal tooling or support tech.
• Hands-on knowledge of support platforms like Freshdesk or Zendesk, reporting tools such as Tableau, CRM systems like Salesforce, and internal tools such as JIRA.
• Familiarity with AI technologies and a strong curiosity to learn more.
• Exceptional project management and communication skills to drive cross-functional initiatives.
• A customer-first attitude and empathy for support teams.
• Must live in reasonable proximity to the office in Prague, Czechia.
• Not eligible for work from other countries.

Culture & Benefits

• Access to an amazing working space with a running track on its roof.
• Flexible time off, 5 weeks of vacation, and 5 annual sick days.
• 4% employer supplemental pension monthly contribution.
• Private medical care for employee and spouse with Program Health Plus.
• Life insurance at 2x annual salary.
• 5,000 CZK monthly allowance for meal vouchers, flexipasses, and other personal expenses.
• 16 weeks of annual top-up maternity leave pay or 8 weeks of fully paid paternity leave.
• Opportunity to be part of company success via the RSU program.
• Diversity and inclusion programs through various employee resource groups.
• Employee referral bonuses.
• Fun company and team outings.