BPO Leader (SaaS)

TL;DR

BPO Leader (SaaS): Managing the hirify.global 360 managed customer experience offering by pairing AI platforms with BPO partners with an accent on program economics, partner management, and automation scaling. Focus on transitioning the program from an early-stage experiment to a repeatable, scalable motion while optimizing BPO costs and AI-driven efficiency.

Location: Hybrid in Toronto, Canada

Salary: CA$181,874 – CA$201,018

Company

hirify.global is building a unified AI agent platform for conversational commerce, designed to help ecommerce brands sell, support, and re-engage customers.

What you will do

• Drive program economics by tracking automation rates, agent headcount, and BPO costs to optimize the cost model.
• Partner with Sales to qualify new hirify.global 360 opportunities and conduct structured automation feasibility assessments.
• Manage day-to-day BPO partner relationships, including performance reviews, agent onboarding, and SLA renegotiations.
• Develop account-specific automation roadmaps in collaboration with CSMs and Implementation Managers.
• Source and evaluate new BPO partners to scale the program, including contract negotiation and benchmarking.
• Serve as the internal subject matter expert on the full-service model and contribute to GTM commercial narratives.

Requirements

• 5-8 years of experience in Revenue Operations, Business Operations, CX Operations, or BPO management.
• Proven experience working cross-functionally across Sales, Finance, and Operations.
• Strong commercial judgment with the ability to manage program economics and decline structurally harmful deals.
• Ability to build operational playbooks from the ground up in ambiguous environments.
• Advanced proficiency with AI tools for analysis, workflow automation, and reporting.
• Must be based in Toronto for a hybrid work arrangement.

Nice to have

• Experience with conversational AI platforms or AI-driven CX automation.
• Background in ecommerce or experience with direct-to-consumer/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 including ChatGPT, Claude, and Granola.
• Annual L&D budget for professional development and exploring new AI tools.
• Strong internal AI culture with dedicated knowledge-sharing channels and demo sessions.
• Inclusive work environment focused on diversity and innovation.