Service Experience Manager (AI)

TL;DR

Service Experience Manager (AI): Ensuring operational excellence and high-quality customer experience across complex hirify.global analytics environments with an accent on service governance and proactive risk management. Focus on driving customer satisfaction, managing critical incidents, and leveraging AI-enabled tools to optimize service performance and customer outcomes.

Location: Hybrid (Cairo, Egypt)

Company

hirify.global provides a connected multi-cloud data platform for enterprise analytics, focusing on a people-first culture and inclusive work environment.

What you will do

• Act as the single point of accountability for service performance, SLAs, and customer outcomes for enterprise clients.
• Manage end-to-end service delivery, building trusted relationships with executive and operational stakeholders.
• Lead coordination of cross-functional teams during high-severity incidents and drive root cause analysis.
• Monitor and improve customer satisfaction and NPS by leveraging service data and operational metrics.
• Provide technical guidance across cloud and on-premises platforms while promoting AI-enabled tools for decision support.
• Support contract renewals by articulating delivered value and identifying expansion opportunities.

Requirements

• 3–5+ years of experience in enterprise technology, services, or infrastructure roles.
• Advanced proficiency in both English and Arabic is required.
• Strong understanding of ITSM, operational excellence, and service governance.
• Proven background in managing large, complex customer relationships for mission-critical platforms.
• Proficiency in enterprise infrastructure, cloud platforms, Linux, and storage.
• Experience using AI-enabled tools for analytics, reporting, or customer insights.

Nice to have

• Knowledge of additional languages, such as French.
• Background in regulated industries with rigorous change management requirements.

Culture & Benefits

• People-first culture with an emphasis on well-being and professional growth.
• Flexible work model focused on autonomy regarding when and where work is performed.
• Commitment to an inclusive and collaborative global environment.
• Support for ongoing learning and professional development within a technical landscape.