Senior Quality Insights Program Manager (AI)

TL;DR

Senior Quality Insights Program Manager (AI): Shaping hirify.global's proactive quality framework by blending scalable AI technology with human insight to transition from traditional call audits to 100% interaction monitoring with an accent on designing and refining AI-powered tools and generating actionable coaching. Focus on synthesizing outputs, identifying macro trends, and translating insights into compelling stories to drive systemic improvements in customer experience and business processes.

Location: Remote (US). U.S. employees may live in any of the 50 United States, with limited exceptions.

Salary: $76,200.00 - $121,800.00 annually (specific to certain US locations)

Company

hirify.global is the most-visited real estate platform in the U.S., focused on reimagining how people move through the real estate market and their careers.

What you will do

• Translate data from quality analysts, sentiment specialists, and AI monitoring systems into business-ready narratives.
• Identify macro trends, recurring pain points, and opportunities within customer interactions to ensure alignment with business priorities.
• Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements.
• Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts.
• Advocate for the customer experience using complex data and empathetic framing.
• Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources.

Requirements

• 3–5+ years in CX operations, quality management, or program leadership in a dynamic environment.
• Proven experience synthesizing data into actionable insights or business recommendations.
• High fluency with contact center metrics (CSAT, NPS, QA scores, escalation trends).
• Strong facilitation, presentation, and executive storytelling skills.
• Experience working cross-functionally with Ops, Product, and/or Vendor Management teams.
• Familiarity with AI-powered QA tools (NiCE, Maestro, and LorisAI) and sentiment analytics.

Nice to have

• Experience managing QA vendors or large-scale support programs.
• Background in strategic consulting, customer insights, or VoC research.
• Tableau or Looker experience.

Culture & Benefits

• Opportunity to join the Quality Programs team in a pivotal stage of evolution, building a proactive quality framework.
• Work remotely from a physical location of your choice within the 50 United States (with limited exceptions).
• Competitive base salary and eligibility for equity awards based on experience, performance, and location.
• Part of a company recognized among the best workplaces in the country by FORTUNE and PEOPLE.
• Commitment to fostering an innovative, inclusive, and engaging culture where employees are empowered to grow.