Service Experience Manager

TL;DR

Service Experience Manager (Delivery Management): Manage customer relationships and operational excellence to deliver world-class support and accelerate adoption of hirify.global products. With an accent on customer retention, risk mitigation, and service delivery. Focus on driving operational excellence, managing escalations, and collaborating cross-functionally to maximize customer value.

Location: Remote or onsite in Prague, Czechia

Company

hirify.global provides a comprehensive cloud analytics and data platform for AI, trusted by top companies worldwide to improve business performance and customer experiences.

What you will do

• Manage customer relationships to drive operational excellence, satisfaction, and retention.
• Support onboarding, training needs, and adoption of hirify.global products.
• Identify and mitigate risks of customer dissatisfaction and churn.
• Oversee operational service delivery, incident management, and escalations.
• Collaborate with technical experts and third-party vendors to ensure SLA compliance.
• Drive reduction of technical debt and continuous improvement initiatives.

Requirements

• Location: Must be based in or able to work remotely from Czechia
• 7+ years in customer-focused technical roles supporting complex enterprise solutions.
• Fluent English and German required; Czech language desirable.
• Experience with project management and operational excellence frameworks (e.g., ITIL/ITSM) is a plus.
• Ability to participate in 24/7 on-call support rotation.
• Strong problem-solving, communication, and leadership skills.

Nice to have

• Exposure to cloud solutions.
• Experience with ITIL/ITSM operational excellence rigor.

Culture & Benefits

• People-first culture with flexible work model.
• Focus on well-being and inclusive environment.
• Support for professional and personal growth.