CX Tools Administration Lead (Salesforce)

TL;DR

CX Tools Administration Lead (Salesforce): Leading and executing strategic programs focused on optimizing Quality and Customer Interactions Platform (CIP) programs with an accent on Salesforce, Qualtrics, and internal quality tools administration. Focus on driving efficiency, improving agent and customer experience, and ensuring optimal experiences for quality and CIP tools within the CX organization.

Location: Hybrid in Denver, San Francisco, New York, Las Vegas, Chicago, or Phoenix, USA (2-3 days/week in office)

Salary: $94,285–$122,571/yr in Denver & most major metro locations; $114,695–$149,104/yr for San Francisco & New York

Company

hirify.global is a product company on a mission to grow the small business economy by providing payroll, health insurance, 401(k)s, and HR services.

What you will do

• Lead complex programs for Quality and Customer Interactions Platform (CIP), including Salesforce contact management and Qualtrics administration.
• Define program scope, objectives, processes, and deliverables in alignment with business goals and CX strategy.
• Develop detailed project plans, timelines, and resource allocation strategies for CX initiatives.
• Facilitate agile ceremonies (sprint planning, stand-ups, reviews, retrospectives) for Quality and CIP initiatives.
• Collaborate with cross-functional CX teams (Operations, Planning, Scheduling, Technology, Quality) to gather requirements and manage dependencies.
• Identify, assess, and mitigate program risks and issues, developing proactive solutions for CX teams.

Requirements

• 7-10+ years of progressive experience in program management, planning, tools administration, or strategy, with a significant focus on workforce management within a contact center environment.
• Deep understanding of contact center operations, Quality methodologies, survey best practices, and contact routing across multiple channels.
• Proven experience managing projects related to Quality and survey tooling, upgrades, or significant process improvements that directly impact CX teams.
• Strong program management skills, including planning, execution, risk management, and stakeholder communication, with a focus on collaborating effectively with CX professionals.
• Experience working in an agile/scrum environment and a solid understanding of agile principles and practices.
• Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions related to workforce optimization for Quality, surveys, and CIP implementation.

Nice to have

• Knowledge of Quality systems, Salesforce, and Qualtrics.

Culture & Benefits

• Mission to grow the small business economy by supporting small businesses.
• Building a workplace that represents and celebrates the customers we serve.
• Proud to be an equal opportunity employer.
• Committed to providing reasonable accommodations for qualified individuals with disabilities.