Senior Manager, Customer Experience - Partner Care (Fintech)

TL;DR

Senior Manager, Customer Experience - Partner Care (Fintech): Managing and scaling customer experience operations for partners with an accent on team leadership, BPO vendor management, and KPI delivery. Focus on strategic planning, data-driven decision making, and fostering cross-functional collaboration to enhance partner satisfaction and drive business growth.

Location: Hybrid in San Jose, CA, or Draper, UT, United States, with remote options available within the US. Applicants must have authorization to work in the United States without requiring visa sponsorship.

Salary: $150,800 – $188,200 USD

Company

hirify.global is a rapidly growing Fintech company empowering businesses with innovative financial automation tools to make smarter decisions and gain control of their operations.

What you will do

• Scale and develop a high-performing Partner experience team through mentorship and guidance.
• Drive execution of service programs using key performance indicators and facilitate decision-making.
• Lead KPI delivery through global third-party vendors (BPO) focusing on customer success.
• Advocate for Partners and their customers, becoming a trusted advisor.
• Manage the collection and communication of valuable insights from customers and partners.
• Manage multiple lines of business and support sales and onboarding processes for prospective Partners.

Requirements

• A minimum of 8 years of experience in Customer Service management.
• 4+ years in the financial services industry.
• Successful track record in operational leadership roles and scaling servicing operations through third-party vendors (BPO).
• Proven strategic planning skills for managing long-term projects.
• Excellent verbal, written, and presentation communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Applicants must have authorization to work in the United States without requiring visa sponsorship.

Nice to have

• Product knowledge of accounting systems (NetSuite, Intacct, QuickBooks Enterprise, Microsoft Dynamics).
• Experience with CRM systems and related applications (Zendesk, Salesforce, Five9, Zoom).

Culture & Benefits

• 100% paid employee health, dental, and vision plans.
• HSA & FSA accounts, Life Insurance, Long & Short-term disability coverage.
• 11+ observed holidays, wellness days, and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives and employee recognition programs.
• A fast-paced, exciting, and fun environment focused on redefining business automation.