Global Escalation Strategy & Compliance Manager

TL;DR

Global Escalation Strategy & Compliance Manager: Responsible for minimizing task-based and executive-level escalations across hirify.global’s global support network with an accent on warranty, goodwill, documentation, and case handling. Focus on identifying systemic issues, driving corrective action with BPO partners, and ensuring resolutions align to hirify.global’s empathy-first approach.

Location: London or Leeds Hybrid (3 days from the office)

Company

hirify.global is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions.

What you will do

• Own the global strategy for minimizing both task-based and executive-level escalations.
• Build frameworks that ensure BPO agents consistently adhere to hirify.global standards.
• Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners.
• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes.
• Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality.
• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to hirify.global’s empathy-first approach.

Requirements

• Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome.
• 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management.
• Experience managing or influencing BPO performance across markets or channels.
• Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management.
• Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios.
• A passion for empathy-driven service and process integrity that builds trust with consumers.

Culture & Benefits

• Competitive health insurance, retirement plans, and paid time off.
• Employee stock purchase options and wellness programs.
• hirify.global product discounts.
• High impact Learning Programs.
• Part of an outrageously extraordinary community.