Senior Director, CX (AI)

TL;DR

Senior Director, CX (AI/DTC): Leading the full customer journey and CX strategy across hirify.global and Drift brands with an accent on AI-powered automation and scalability. Focus on optimizing core performance metrics like CSAT, NPS, and cost-per-contact while championing a culture of data-driven innovation.

Location: Must be based in CA, FL, IL, NJ, NY, NC, OH, OR, PA, TX, VA, or WA

Company

hirify.global is a fragrance discovery and subscription service platform that simplifies how customers explore and purchase scents through a direct-to-consumer digital model.

What you will do

• Develop and execute a unified CX strategy and roadmap across all brand touchpoints.
• Lead and inspire a high-performing organization managing Tier 1 and Tier 2 support operations.
• Partner with marketing, product, and tech teams to operationalize the customer journey.
• Drive adoption of AI, chatbots, and automation tools to scale operations without compromising quality.
• Build a Voice of Customer program that translates sentiment and data into actionable product and operational recommendations.
• Own post-purchase engagement initiatives to reduce churn and increase customer lifetime value.

Requirements

• 10+ years of experience in customer experience, ideally in DTC, subscription, or consumer technology brands.
• Proven success leading CX organizations at scale with documented measurable performance improvement.
• Expertise in CX systems, analytics, and AI tools.
• Strong analytical and executive-level influence skills.
• Must be authorized to work in and based in one of the following states: CA, FL, IL, NJ, NY, NC, OH, OR, PA, TX, VA, or WA.

Culture & Benefits

• Remote-first work environment with competitive base compensation and bonus structure.
• Comprehensive health benefits: Medical, Dental, and Vision.
• 401k plan with company matching.
• Paid Time Off, Wellness time, and Paid Parental Leave.
• Annual education stipend and complimentary hirify.global membership.
• Flexible Spending Accounts for healthcare and dependent care.