BPO Leader (Ecommerce)

TL;DR

BPO Leader (Ecommerce): Managing the hirify.global 360 managed CX offering by pairing the AI platform with BPO partners to scale customer support operations for mid to large merchants. Focus on program economics, BPO partner sourcing, and driving automation roadmaps to reduce manual agent headcount.

Location: New York City

Salary: $186,139 – $205,733

Company

hirify.global is building a conversational commerce platform featuring a unified AI agent that helps ecommerce brands sell, support, and re-engage customers.

What you will do

• Drive program economics by tracking automation rates, agent headcount, BPO costs, and ticket volume across all accounts.
• Partner with Sales to conduct automation feasibility assessments and provide go/no-go recommendations for new prospects.
• Manage day-to-day BPO partner relationships, including staffing, performance reviews, and SLA renegotiations.
• Develop account-specific automation roadmaps and identify product gaps blocking progress.
• Source and evaluate new BPO partners to scale the program, including contract negotiation and onboarding.
• Represent the program in executive forums and provide regular reporting to the COO and Finance.

Requirements

• 5-8 years of experience in Revenue Operations, Business Operations, CX Operations, or BPO management.
• Must be located in New York City.
• Demonstrated experience working cross-functionally across Sales, Finance, and Operations.
• Advanced proficiency with AI tools for analysis, workflow automation, and reporting.
• Strong commercial judgment and ability to operate effectively in ambiguous environments.
• Excellent communication skills for executive presentation and external partner management.

Nice to have

• Experience with AI-driven customer experience automation or conversational AI platforms.
• Background in ecommerce or experience working with DTC or enterprise retail brands.
• Familiarity with BPO contract structures, staffing models, and SLA frameworks.
• Technical fluency in API documentation and integration specifications.

Culture & Benefits

• Access to premium AI tools (ChatGPT, Claude, Granola, and others).
• Annual L&D budget for exploring new AI technologies and workflows.
• AI-centric company culture with shared learning through the #powerup Slack channel and weekly demo sessions.
• Inclusive environment committed to diversity and innovation.