Director of Product, CX Product (AI)

TL;DR

Director of Product, CX Product (AI): Building and leading the customer experience product function to transform patient and provider support with an accent on AI-powered resolution and agent tooling. Focus on designing agentic workflows, reducing cost-to-serve, and closing the feedback loop between support and core product teams.

Location: Must be based in New York, San Francisco, or Seattle

Salary: $249,600 - $312,000

Company

hirify.global is a mental healthcare platform building a new system to make therapy accessible by automating insurance admin for providers.

What you will do

• Define the vision and strategy for the CX product, spanning AI resolution, agent tooling, and channel strategy.
• Build and lead a team of product managers focused on increasing resolution quality and customer satisfaction.
• Develop the AI resolution layer, creating agentic workflows and API integrations for autonomous problem solving.
• Implement proactive engagement systems and unify contact channels (email, text, voice) with intelligent routing.
• Own the knowledge and quality layer, including machine-readable SOPs and AI evaluation frameworks.
• Collaborate with CX Operations to build AI copilots and tools that enhance human agent effectiveness.

Requirements

• 8+ years of product experience, with at least 3 years managing other PMs.
• Proven track record of building and scaling CX/support products.
• Experience shipping AI-powered CX products and implementing multi-channel systems.
• Ability to simultaneously reduce support costs while improving CSAT.
• Must be based in New York, San Francisco, or Seattle.

Nice to have

• Experience in healthcare, insurance, or other industries with complex customer interactions.

Culture & Benefits

• Competitive total rewards package including equity compensation.
• Comprehensive Medical, Dental, and Vision coverage.
• HSA, FSA, and 401K retirement savings.
• Work-from-Home stipend and Therapy Reimbursement.
• 16-week parental leave and flexible PTO.
• 13 paid holidays per year plus a dedicated Holiday Break in December.