Senior Strategic Technical Program Manager (AI)

TL;DR

Senior Strategic Technical Program Manager (AI): Leading complex, cross-functional initiatives to transform global customer support with digital-first, AI-powered solutions with an accent on strategy shaping, execution driving, and business impact. Focus on integrating emerging AI technologies, optimizing scalable support solutions, and leading multi-workstream programs from concept through delivery.

Location: Hybrid work model, based in US (California, Santa Clara; Oregon, Hillsboro; California, Folsom; Arizona, Phoenix). This position is not eligible for hirify.global immigration sponsorship.

Salary: $142,060–$236,810 USD

Company

hirify.global is a leading technology company transforming global customer support through digital-first, AI-powered solutions.

What you will do

• Serve as a strategic advisor, shaping direction, scope, and success criteria for hirify.globalligent Support initiatives.
• Define and execute program strategies aligned with hirify.global's digital transformation and customer experience goals.
• Lead cross-functional initiatives to deliver AI-powered operations and next-gen self-service capabilities.
• Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.
• Oversee deployment of AI, automation, and agentic technologies to increase efficiency and accuracy.
• Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.

Requirements

• Bachelor’s degree in engineering, computer science, business, or related field.
• 7+ years in technical program management or related strategic role.
• 2+ years of experience in customer support or service operations.
• 2+ years of experience in AI and Automation implementation.
• 2+ years of experience in SDLC, Agile methodologies, and enterprise program frameworks.
• 2+ years of experience in KPI development, program metrics, and business impact measurement.
• Must be eligible to work in the US.

Nice to have

• Master’s degree in engineering, CS, MBA, or related field.
• 10+ years in technical program management.
• Experience managing vendors, SOWs, procurement, and budget processes.
• Experience implementing AI-powered support systems, conversational AI, or agentic automation.
• Background in contact center operations, warranty systems, or reverse logistics.
• PMP, PgMP, SAFe, or Scrum certification.
• Proficiency in English and Mandarin.

Culture & Benefits

• Hybrid work model, splitting time between on-site at assigned hirify.global site and off-site.
• Competitive total compensation package including pay, stock bonuses, and benefit programs (health, retirement, vacation).
• Opportunities for career advancement and skill development within the Sales and Marketing Group (SMG).
• Commitment to Responsible Business Alliance (RBA) compliance and ethical hiring practices.