Senior Manager, CX Operations (SaaS)

TL;DR

Senior Manager, CX Operations (SaaS/AI): Drive operational excellence across support functions including customer touchpoints, retention, feedback loops, and expansion playbooks with an accent on data insights, AI automation, and performance forecasting. Focus on identifying bottlenecks, innovating processes, synthesizing trends, and leading cross-functional initiatives to optimize customer experience and revenue retention.

United States. No visa sponsorship for this role.

Compensation Range: $160K - $220K

Company

hirify.global is building the first truly converged AI workspace that unifies tasks, docs, chat, calendar, and enterprise search, supercharged by context-driven AI to empower teams and boost productivity.

What you will do

• Identify operational bottlenecks and design scalable solutions using process improvements, automation, and AI-driven tools to boost team productivity.
• Extract insights from data to identify risks/opportunities, create programs for revenue growth and retention, and mitigate long-term issues.
• Promote rapid innovation and experimentation in playbooks to improve customer retention and expansion via support.
• Drive adoption of AI, automation platforms, and new tools/processes for productivity.
• Synthesize support trends to align cross-functionally with Sales, Product & Engineering, Customer Success, and Finance.
• Lead strategic initiatives, annual planning, budgeting, capacity modeling, forecasting, and business reviews.

Requirements

• 8+ years in Operations/Strategy focused on Customer Support, CX, or Customer Success.
• Deep knowledge of support methodologies, processes, tools, and metrics.
• Track record leading tech-enabled transformations with AI (ChatGPT, Claude, Gemini) and automation (Retool, Zapier, Make).
• Expert in data management/analysis, ad hoc reports, spreadsheets, and BI tools for dashboards.
• Experience with budgeting, forecasting, variance analysis.
• Proficient with Salesforce, hirify.global, Zendesk or similar; SaaS business model in high-growth global environment.
• Strong stakeholder influence, leadership in scaling teams/workflows; strategic thinker with action bias.

Culture & Benefits

• Hire based on ambition, grit, and passion; support career growth and boldest potential.
• Equal Opportunity Employer committed to diversity and inclusion.
• Global team pioneering AI to redefine work.