Customer Experience Manager (CRM)

TL;DR

Customer Experience Manager (CRM): Connecting customers, contact center, and internal teams to ensure smooth experiences and translate customer feedback into actionable improvements. Focus on improving operational metrics, cross-functional collaboration, and driving measurable outcomes.

Location: Heredia (Hybrid)

Company

hirify.global is a global data and technology company powering opportunities for people and businesses around the world.

What you will do

• Act as the Voice of Customer (VoC) and translate feedback into insights and action plans.
• Prepare and deliver executive summaries, present call center performance, and share status updates with leadership.
• Monitor service levels, flag trends, guide real-time responses, and identify process improvement opportunities.
• Collaborate with Product, Marketing, and Account Development on customer-facing enhancements.
• Track project progress, resolve blockers, and evaluate outcomes.

Requirements

• Bachelor's degree or equivalent experience with 8+ years of strategic leadership experience.
• 5+ years in client/relationship management, influencing internal and external partners.
• Expert customer service leadership with contact center experience and project/program management.
• Proficiency in KPI design and performance storytelling (FCR, AHT, CSAT, NPS, CES; SLA/ASA).
• Strong leadership and team-building skills for internal and remote teams.
• Experience communicating with executives.

Culture & Benefits

• Focus on DEI, work/life balance, development, authenticity, and collaboration.
• Award-winning people-first approach.
• Benefits include medical, life and dental insurance, Asociacion Solidarista.
• International Share Save Plan, Flex Work/Work from home, Paid time off.
• Annual Performance Bonus, Education Reimbursement, Family Bonding, and Bereavement Leave.
• Referral Program.