Senior Product Support Manager, User and Creator Operations

TL;DR

Senior Product Support Manager: Building and optimizing high-performing business processes and procedures for supporting user segmentation models and creator-based product areas with an accent on improving customer and product satisfaction. Focus on influencing the product roadmap through data-driven insights and operationalizing recommendations through strong program management.

Location: Hybrid in San Mateo, CA, United States. Office attendance required Tuesday, Wednesday, and Thursday.

Salary: $174,100–$207,480 USD

Company

hirify.global is building the future of entertainment, connecting tens of millions of people to explore, create, play, learn, and connect in 3D immersive digital experiences.

What you will do

• Build high-performing business processes and procedures for user segmentation models and creator-based product areas.
• Use metrics to set strategy and goals for improving business processes and workflows to scale.
• Provide customer insights and feedback to assist Product management in building the product roadmap.
• Build and document knowledge guidance and processes for support methodologies.
• Drive and execute large, multi-quarter projects to improve top-line support metrics.
• Build Product Support launch management and Go-To-Market documentation for CS Operations teams.

Requirements

• 5+ years of experience in operations management or product support, with a focus on content safety moderation workflows.
• 5+ years of experience developing processes to improve operational efficiency.
• 5+ years of experience using data to lead decision-making.
• Strong program management and cross-functional collaboration skills.
• Bachelor's degree in business, operations, or a related field or equivalent experience.

Culture & Benefits

• Working to shape the future of human interaction and solving unique technical challenges at scale.
• Helping to create safer, more civil shared experiences for everyone.
• Full-time employees are eligible for equity compensation and benefits.
• Hybrid work model with optional presence on Monday and Friday.