Experiments Team Manager (Operations)

TL;DR

Experiments Team Manager (Operations): Leading a team of specialists to execute critical service models and manual workflows with an accent on operational rigor and high-quality customer service delivery. Focus on managing day-to-day output, piloting new tools, and collaborating with Product and Commercial Operations to ensure precision in vital initiatives.

Location: Remote (Philippines)

Company

hirify.global is a home services marketplace that helps millions of people find and hire local service businesses to care for their homes.

What you will do

• Lead and mentor a team of frontline specialists, providing coaching on customer service best practices, efficiency, and quality.
• Set and monitor clear KPIs for manual workflows to ensure accuracy and zero backlog.
• Oversee daily task distribution and identify process improvements to eliminate operational inefficiencies.
• Act as the primary liaison between the Experiments Team and partner teams, including Product, Commercial Operations, and Partnerships.
• Track team performance and experiment outcomes, translating frontline insights into actionable feedback for stakeholders.

Requirements

• 3–5+ years of experience in Customer Support, Customer Success, or Service Operations.
• 2+ years in a people leadership role.
• Proven experience leading pilot accounts, new program launches, or process rollouts to standardize scalable workflows.
• Experience managing teams in a hybrid environment handling both routine operations and special projects.
• Familiarity with Salesforce (SFDC), Genesys, spreadsheets, and project tracking platforms.
• Willingness to work graveyard shifts, weekends, and holidays.

Culture & Benefits

• Equal opportunity workplace embracing diversity across all backgrounds.
• Commitment to providing reasonable accommodations for individuals with disabilities.
• Strong focus on candidate safety and craftsmanship in the hiring experience.