Program Manager, CS Tools & Technology (FinTech)

TL;DR

Program Manager, CS Tools & Technology (FinTech): Own the systems, programs, and integrations that power customer support operations with an accent on Zendesk administration, API integrations, automation pipelines, and custom tools. Focus on translating operational pain points into scalable technical solutions, managing backlogs and roadmaps, and driving cross-functional delivery of large-scale initiatives.

Location: Hybrid in New York, San Francisco, or Salt Lake City (2-3 days per week onsite); relocation assistance available for candidates outside these areas.

Salary: $108,000–$135,000 USD (Tier 1 markets like NYC/SF); geographic pay differential for other U.S. locations.

Company

hirify.global is a growth-stage FinTech company headquartered in NYC creating the best rent payment experience for renters.

What you will do

• Own team's backlog, sprint planning, and prioritization, driving end-to-end delivery of initiatives like tool migrations, live chat, and internal tooling.
• Translate business needs into functional specs, user stories, and hands-on configurations or integrations.
• Lead UAT, document systems and workflows, and ensure scalability.
• Configure and administer Zendesk including triggers, automations, routing, SLAs, and agent workspaces.
• Design API, webhook, and automation integrations using tools like Zapier.
• Build CS dashboards and reporting, partnering with leadership on KPIs and insights.
• Leverage AI tools to build custom solutions and champion AI workflows.
• Produce executive roadmaps, updates, and reviews while unblocking cross-functional dependencies.

Requirements

• 4–7 years in technical program management, business systems, or support technology with end-to-end delivery track record
• Builder-operator mindset: hands-on execution in systems, integrations, and automations
• Deep Zendesk experience: workflow design, routing, SLAs, troubleshooting
• APIs, webhooks, Zapier or equivalent for integrations
• Experience with AI-assisted tools like Claude or GitHub Copilot
• Strong communication for executive materials
• Ability to manage multiple workstreams independently
• Cross-functional collaboration with Product, Engineering, Finance, BPO

Nice to have

• FinTech or high-growth consumer tech experience
• BPO operations and multi-partner support
• WFM tools (Tymeshift, Assembled), Salesforce, SQL

Culture & Benefits

• Hybrid work in NYC, SF, SLC offices (2-3 days/week)
• Competitive medical, dental, vision; 401(k) match; unlimited PTO + holidays; parental leave
• Company equity; hirify.global Cares (non-profit match, pet adoption)
• Free hirify.global subscription; inclusive, diverse team across US, Australia, Canada, South America