Head of Partner Experience (Fintech)

TL;DR

Head of Partner Experience (Fintech): Scaling the payroll service model for hirify.global Embedded partners with an accent on CX strategy, partner enablement, and operational efficiency. Focus on building support workflows from 0 to 1, managing Tier 2 payroll support, and translating partner feedback into product improvements.

Location: Hybrid (2-3 days/week in office) for candidates in Denver, San Francisco, or New York City. Other roles mentioned for Las Vegas, Chicago, Los Angeles, Phoenix, and Scottsdale.

Salary: $124,080 – $189,956 per year

Company

hirify.global helps small businesses grow by automating payroll, health insurance, 401(k)s, and HR.

What you will do

• Shape and scale CX strategy and operations to grow the GEP service model from 8k to 17k+ employee resources.
• Design and implement partner support training programs to enable partners to handle Tier 1 CX.
• Lead "insourcing" initiatives by collaborating with internal hirify.global CX teams to augment GEP capabilities.
• Partner with GEP leadership to reduce cost-to-serve and translate partner pain points into actionable product ideas.
• Collaborate with Data teams to refine CX data models and track performance against OKRs.
• Lead and grow a CX team of 10+ members across Enablement and Tier 2 Operations.

Requirements

• 10-15+ years of leadership experience in CX or operations.
• 5+ years of experience in channel/partnerships, specifically scaling operations via partners or vendors.
• Proven track record working with enterprise SaaS customers and technically complex workflows.
• Experience in high-growth startups (Series A/B) or incubation teams within larger companies.
• Must be based in the United States.

Nice to have

• Familiarity with payroll systems.

Culture & Benefits

• Competitive base pay, benefits, and equity (RSUs).
• Hybrid work environment with dedicated office days to foster collaboration.
• Mission-driven culture focused on growing the small business economy.
• Support for professional growth and career pathing within the CX team.