CX Program Manager/Channel Initiatives Specialist (Six Sigma)

TL;DR

CX Program Manager/Channel Initiatives Specialist (Six Sigma): Managing root cause channel initiatives to improve customer service and reduce business costs with an accent on call deflection and chat containment. Focus on analyzing customer data via AI tools and implementing Lean Six Sigma methodologies to optimize agent and customer experiences.

Location: Hybrid (2-3 days in office), Frisco, TX, USA

Salary: $50 - $60 per hour

Company

hirify.global is a digital technology service provider that helps Fortune 1000 companies achieve digital adoption through innovative engineering and design thinking.

What you will do

• Identify root causes of customer and agent pain points and recommend product, process, and training improvements.
• Lead multiple channel initiatives specifically focused on increasing call deflection and chat containment.
• Analyze call/chat transcripts and survey data using AI tools to drive continuous improvement.
• Collaborate with Vendor Managers, Product, Engineering, Fraud, Operations, and Marketing teams for alignment.
• Quantify the financial and operational impact of pain points and recommended changes.
• Oversee multi-focused initiatives across the global customer service organization.

Requirements

• 8+ years of professional experience.
• 3+ years of experience in process and performance improvement using Lean Six Sigma principles.
• 3+ years of experience in program or project management.
• Proficiency in DMAIC, Kaizen, and data mining using AI tools (e.g., Copilot, Genie).
• Knowledge of customer service and call center operations.
• Must be based in or able to work hybrid in Frisco, TX.

Culture & Benefits

• Work within a fast-paced, dynamic environment with a focus on digital transformation.
• Collaborative and supportive work environment.
• Opportunity to work with Fortune 1000 clients.
• Company recognized as a Great Place to Work®.