Senior Manager, Operations & Programs (AI)

TL;DR

Senior Manager, Operations & Programs (AI): Leading strategy and execution of operational foundations for post-GTM customer-facing teams with an accent on managing core CX programs, operational workflows, and tooling strategy. Focus on driving operational excellence, building scalable operational infrastructure, and leading complex cross-functional initiatives, including AI-enabled customer workflows.

Location: Remote (United States and Canada)

Salary: For USA-based roles: $134,000–$194,000 USD; For Canada-based roles: $131,000–$190,000 CAD

Company

hirify.global is building the foundation for a safe, productive digital future by innovating market-leading enterprise password manager and pioneering Extended Access Management.

What you will do

• Design and manage the operating rhythm for the CX organization, including leadership forums, business reviews, and planning cycles.
• Lead and develop a high-performing CX Operations & Programs team, ensuring clear ownership and measurable outcomes.
• Drive operational excellence across Support, Customer Success, and Implementation by improving scalable workflows and processes.
• Lead major cross-functional initiatives, define strategy, develop roadmaps, and establish program governance.
• Own system and tooling strategy for CX platforms, ensuring consistent and scalable service delivery.
• Enhance data-driven decision making by partnering to develop reporting, dashboards, and insights.

Requirements

• 8+ years of experience in Customer Experience, Customer Success, Support Operations, or related operational leadership roles, with 3+ years leading managers.
• Experience in a SaaS or technology organization.
• Demonstrated experience designing and scaling operational programs within customer-facing organizations.
• Strong background in PMO leadership, including portfolio governance and structured initiative delivery.
• Proven ability to lead complex, cross-functional initiatives across CX, Product, GTM, and technical teams.
• Experience shaping CX systems and tooling strategy and enhancing data-driven decision making through analytical capabilities.

Nice to have

• Experience supporting AI-enabled or automation-driven customer workflows.
• Preference for candidates with experience in Customer Support and Support Operations.

Culture & Benefits

• Remote-first work environment, with travel expected for in-person engagement like offsites and team meetings.
• Generous PTO policy, competitive health benefits, and maternity/parental leave top-up programs.
• RSU program for most employees and a retirement matching program.
• Commitment to leveraging cutting-edge technology, including AI, and fostering an inclusive, diverse, and equitable workplace.
• Free hirify.global account and paid volunteer days.

Hiring process

• Candidates are welcome to use AI tools responsibly and thoughtfully during the application process.
• Successful applicants will be required to complete a background check.
• You may opt out of AI/ML features for initial screening if preferred.