Customer Engineering and Support Operations Leader

TL;DR

Customer Engineering and Support Operations Leader: Leading the strategy and execution of global CES operations, focusing on scaling world-class customer experiences and improving efficiency and quality across customer-facing teams. Focus on developing learning programs for AI adoption, owning technical documentation, leading voice of customer programs, and improving CES team efficiency.

Location: Remote (United States)

Salary: $121,296–$214,800/year

Company

hirify.global is a fintech company that builds tools and experiences for developers to connect financial accounts to apps and services.

What you will do

• Hire, lead, and develop a high-performing CES Ops team.
• Develop learning programs focused on AI adoption, technical proficiency, and industry knowledge.
• Own internal and external technical documentation and knowledge programs using data from front-line teams.
• Align with GTM, Product, and Product Marketing on product launch strategies and enablement plans.
• Lead a "Voice of Customer" program using insights to drive technical improvements and product adoption.
• Guide the CES Ops Engineering team to improve efficiency using AI, closing workflow gaps, and prioritizing tooling.
• Define and track core CES Ops metrics to drive continuous improvement.
• Own the project management of new tooling and experiments from vendor selection to adoption.
• Partner on org design and development for CES, including role clarity and career paths.

Requirements

• 8+ years in customer operations, support operations, and/or product operations.
• Proven track record building or scaling operations/enablement teams that support technical, customer-facing functions.
• Strong program management skills, experienced in setting roadmaps and driving complex cross-functional initiatives.
• Experience owning or heavily influencing technical enablement, product roadmaps, and sprint planning.
• Comfort working with data, tooling, and AI.
• Excellent communication, cross-functional, and change management skills.
• A customer-first approach grounded in hirify.global’s principles.

Culture & Benefits

• Mission to unlock financial freedom for everyone.
• Committed to building a diverse team of driven individuals.
• Proud to be an equal opportunity employer and values diversity.
• Committed to providing reasonable accommodations for candidates with disabilities.