Customer Experience Owner (AI)

TL;DR

Customer Experience Owner (AI): Defining and architecting CX360, an enterprise customer intelligence engine to predict customer needs and reduce systemic friction with an accent on AI integration and strategic roadmapping. Focus on integrating Voice of Customer signals, predictive analytics, and operational data into a scalable platform to protect Gross Revenue Retention.

Location: Durham, North Carolina

Company

hirify.global is an AI-first cloud compliance platform redefining the relationship between tax and technology, processing billions of API calls annually.

What you will do

• Establish the long-term strategic vision and capability roadmap for the CX360 intelligence engine.
• Define high-value enterprise use cases tied to measurable retention and efficiency goals.
• Lead the platform architecture to integrate analytics, Voice of Customer inputs, and operational signals.
• Design and embed artificial intelligence capabilities, including predictive indicators and classification logic.
• Align Product, Engineering, Data, and Customer Experience partners around a shared system vision.
• Present roadmap sequencing and investment tradeoffs to executive partners.

Requirements

• B.S. in Computer Science or Engineering.
• 8+ years of experience leading enterprise platform projects or strategic program delivery in SaaS environments.
• Proven track record of defining use cases and requirements for analytics-driven systems.
• Experience integrating artificial intelligence capabilities into enterprise systems.
• Experience aligning cross-functional teams and partnering with VP-level stakeholders on investment decisions.

Culture & Benefits

• Comprehensive compensation package including bonuses, paid time off, and paid parental leave.
• Health and wellness benefits including private medical, life, and disability insurance.
• Inclusive culture with 8 employee-run resource groups supported by senior leadership.
• AI-first environment that encourages daily application of AI to business challenges and continuous learning.