Customer Experience Operations Manager

TL;DR

Customer Experience Operations Manager: Designing and optimizing operational architecture for customer experience within a global HR platform with an accent on systems, workflows, and data infrastructure. Focus on translating CX strategy into scalable system configurations, implementing automation, and integrating AI capabilities to enhance efficiency and performance.

Location: Hybrid in Israel. Temporary remote work from anywhere in the world for up to 2 months is available after 6 months of employment.

Company

hirify.global is a global HR platform used by over 5,000 multinational companies, known for its intuitive, data-driven platform built for modern global, remote, and collaborative work, achieving consecutive triple-digit year-over-year growth since 2015.

What you will do

• Design and continuously improve the operational architecture for the CX organization.
• Ensure CX KPIs are clearly defined, measurable, and supported by accurate reporting.
• Partner with RevOps, BI, and MIS to translate CX requirements into scalable system configurations and dashboards.
• Represent CX in cross-functional operational initiatives, ensuring strategic alignment and execution.
• Architect workflows for Digital Support, Enterprise models, proactive CX motions, and segmentation-based service tiers.
• Identify and implement automation opportunities using Zendesk, webhooks, triggers, and workflow platforms.
• Integrate AI capabilities into CX flows to support deflection and efficiency.

Requirements

• 3+ years of experience in CX Operations, Support Operations, Services, or Information Systems within a global company.
• Strong understanding of customer support environments and frontline realities.
• Hands-on experience configuring and optimizing Zendesk, including automations, triggers, webhooks, and integrations.
• Experience with automation platforms such as Workato, Make, n8n, or similar.
• Strong analytical mindset with the ability to translate business requirements into technical solutions.
• Experience working with BI tools such as Tableau; SQL proficiency is a big plus, Snowflake familiarity is an advantage.
• Exposure to Digital Support, Enterprise service models, or ticket deflection initiatives is a strong advantage.
• Passion for improving customer experience and building the future of CX, combining human empathy with smart digital and AI-driven solutions.

Culture & Benefits

• Company share options plan.
• Work from home allowance for home office setup.
• Bob balance days (company-wide long weekend each quarter).
• 2 Social Impact days per year for volunteering.
• Awesome employee referral program ($2,500 per successful referral).
• Pension scheme auto-enrolment from day 1.
• Fun company and team social events.
• Birthday day off with a special gift.
• Catered Thursday lunches and coffee, dog-friendly office.