Support Vendor Operations Manager

TL;DR

Support Vendor Operations Manager (AI/Product Management): Manage and optimize vendor partnerships to deliver high-quality, scalable 24/7 enterprise support for AI products with an accent on vendor performance, quality assurance, and operational scalability. Focus on designing SLAs, onboarding programs, and cross-functional collaboration to ensure vendor readiness and customer satisfaction.

Location: San Francisco, CA or New York City, NY with hybrid work format requiring office presence at least 25% of the time

Salary: $210,000 - $250,000 USD annually

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems that are safe and beneficial for society.

What you will do

• Own day-to-day vendor performance and quality management across all support BPO partners, including SLAs, KPIs, and quality scorecards.
• Lead vendor sourcing, contracting, and transitions, collaborating with Legal, Finance, and Procurement teams.
• Design and implement scalable onboarding and enablement programs for vendor agents on products and policies.
• Serve as primary contact for vendor partners across geographies and coordinate capacity planning and workforce modeling.
• Track vendor spend and utilization in partnership with Finance and ensure compliance with security and system access requirements.

Requirements

• Location: Must be based in or able to work from San Francisco or New York City with hybrid office attendance
• 5–8 years experience in vendor operations or BPO within technical product companies (SaaS, APIs preferred).
• Proven skills in vendor performance management, SLA design, and support metrics (CSAT, response time).
• Strong cross-functional collaboration and ability to build operational structure in fast-paced environments.
• Genuine interest in AI and customer success.
• Bachelor's degree or equivalent experience required.

Nice to have

• Experience with tiered or paid enterprise support models.
• Familiarity with AI-augmented support workflows.
• Background managing follow-the-sun vendor operations across AMER, EMEA, and APAC.
• Experience with Intercom or similar support tools.

Culture & Benefits

• Competitive compensation and benefits including optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours with hybrid office presence expectations.
• Support for visa sponsorship with immigration legal assistance.
• Collaborative and impact-driven AI research environment.