Sr. Manager, Customer Experience

TL;DR

Sr. Manager, Customer Experience: Drive strategy for delivering best-in-class customer services as the chief architect of the end-to-end customer journey from help-seeking to resolution and beyond. Focus on knowledge management, content development, process optimization, voice of customer insights, and cross-functional advocacy for sustainable operational excellence.

Location: Hybrid in Los Angeles, California / Dallas, Texas / Vancouver, British Columbia

Salary: $145,000–$165,000 (Los Angeles, CA); $135,000–$155,000 (Dallas, TX); $100,000–$121,000 CAD (Vancouver, BC)

Company

hirify.global provides operational support for dating brands like Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, and BLK through Trust & Safety and Customer Care teams focused on moderation, policy, knowledge management, and analytics.

What you will do

• Lead end-to-end support experience across customer touchpoints, aligning with business objectives and brand values.
• Build, mentor, and scale a team of knowledge management and customer experience professionals.
• Partner with Product, Legal, and Operations teams to advocate for customers and drive organizational changes.
• Oversee development and improvement of knowledge bases, SOPs, and customer-facing content standards.
• Map and refine CX processes to boost efficiency and experiences for customers and employees.
• Leverage data insights to identify pain points and prioritize improvements for product and training.

Requirements

• 5+ years in Customer Experience, Operations, or Knowledge Management with experience building and scaling teams/workflows.
• Strategic thinking with hands-on execution in fast-paced environments.
• Expertise in deconstructing complex processes into scalable SOPs.
• Proficiency with KM platforms, DMS, and CX software.
• Exceptional writing/editing skills for clear, brand-consistent content.
• Ability to analyze data, influence cross-functionally, and communicate to leadership.

Culture & Benefits

• Medical, mental health, and wellness benefits.
• Competitive pay, 401k match up to 10%, employee stock purchase program.
• Generous PTO, 14 paid holidays.
• Annual training allowance, ERG opportunities.
• 20 weeks paid parental leave, fertility/adoption resources, pet insurance.
• Company events for connection and belonging.