Director Of Customer Care Operations (SaaS)

TL;DR

Director of Customer Care Operations (SaaS): Leading and scaling the North America Customer Care organization, managing both in-house and outsourced professionals to deliver world-class service with an accent on customer satisfaction, team performance, and operational excellence. Focus on setting and achieving performance targets, driving continuous improvement, and fostering a culture of accountability and data-driven decision-making.

Location: Must be based within commuting distance of the Chicago hub. Relocation assistance available.

Salary: $151,000 - $178,000

Company

hirify.global is the intelligent platform for travel and spend management, automating everything from travel bookings to expenses and invoice processing.

What you will do

• Lead and scale the NAM Customer Care organization of 400+ in-house and outsourced professionals.
• Set and achieve performance targets and financial outcomes across all service areas in NAM.
• Design and execute the regional customer care strategy aligned with global goals.
• Take responsibility for key performance indicators such as response times and customer satisfaction scores.
• Partner with cross-functional teams to problem solve and ensure productive communication.
• Foster a culture of accountability, continuous learning, and data-driven decision making.

Requirements

• 8-10+ years of experience leading large-scale Customer Care teams.
• Proven success managing both in-house and outsourced operations.
• Experience in technology-driven or high-growth environments (travel industry a strong plus).
• Demonstrated ability to build and develop high-performing, customer-centric teams.
• Strong process orientation and project management background.
• Excellent communication skills (verbal and written) in English.

Nice to have

• Experience with Zendesk or similar CX platforms preferred.

Culture & Benefits

• Competitive compensation and equity ownership in hirify.global.
• 20 vacation days and 12 public holidays.
• Medical, dental, vision, and Wellhub gym subscription.
• 401(k) plan with company matching contributions.
• 12-16 weeks’ paid parental leave.
• 20 "Work from Anywhere" days per year.
• Four-week, fully paid sabbatical after 5 years.