Director, Care Operations

TL;DR

Director, Care Operations: Leading and optimizing global human agent operations for customer care across in-house and BPO teams with an accent on driving business outcomes like retention, net margin impact, and risk loss reduction. Focus on designing performance frameworks, ensuring quality standards, building leadership capability, and maintaining operational steadiness in a hybrid AI and human support model.

Location: This is a 5-day per week in-office role in Mountain View.

Salary: $216,000–$264,000 + equity + benefits

Company

hirify.global is a pioneer in earned wage access, providing real-time financial flexibility to community members without mandatory fees, interest rates, or credit checks.

What you will do

• Lead global human agent operations, ensuring accountability for customer retention, net margin impact, and risk loss.
• Design and govern the pod-based human operations methodology, including performance frameworks and quality standards.
• Serve as the senior in-office leader for Customer Care in Mountain View, fostering high standards and developing a multi-layer organization.
• Proactively identify and mitigate operational and quality risks to protect member experience and financial performance.
• Collaborate cross-functionally with Workforce, Vendor Management, Product, and AI leadership.
• Travel internationally to reinforce performance standards across BPO partner sites.

Requirements

• 7+ years leading B2C customer care operations in a high-volume, 24x7 environment.
• Experience overseeing global in-house and BPO teams, including managers of managers.
• Strong background in chat-first and multi-channel support models.
• Proven ability to drive business outcomes (retention, net margin impact, risk loss reduction).
• Familiarity with modern CX tooling ecosystems (Zendesk, Assembled, WFM platforms, QA tools, CRM systems, AI-enabled workflows).
• Strong technical acumen, data fluency, and comfort with Product and Engineering partnership (SQL preferred).
• Experience operating within a hybrid AI + human support model.
• Comfortable serving as a visible, hands-on leader in a 5-day in-office Mountain View role.

Culture & Benefits

• Building a financial system for everyday people with a diverse team.
• Culture of belonging that celebrates diversity in background, experience, and perspective.
• No unlawful discrimination based on protected characteristics.
• Competitive US base salary range + equity + benefits.