Sr. Director of Customer & Trust Operations (AI)

TL;DR

Sr. Director of Customer & Trust Operations (AI): Building and scaling the customer support and trust & safety functions from the ground up for an AI-native music platform with an accent on AI-augmented workflows and community growth. Focus on designing operational frameworks, managing BPO vendors, and translating customer signals into product roadmap improvements.

Location: On-site in NYC, Boston, or San Francisco (5 days a week). Must be eligible to work in the US.

Salary: $239,000 – $270,000 + Equity

Company

hirify.global is the fastest growing consumer entertainment company and a leader in AI music, building a platform where everyone can experience the joy of making music.

What you will do

• Build the customer and trust operations function from the ground up for an AI-native company.
• Redesign support to be AI-native, utilizing a strategic mix of vendors, internal channels, and automation at scale.
• Define and establish Trust & Safety operations covering fraud, identity, and billing in collaboration with product, engineering, and legal.
• Manage the feedback loop between customers and product teams to ensure user insights inform the product roadmap.
• Grow and manage communities across Reddit, Discord, and other channels as both a support and growth lever.
• Maintain a scalable, best-in-class Knowledge Base to enhance self-service capabilities.

Requirements

• 12+ years of experience in operations, strategy, or customer-facing functions.
• Background in a consulting or strategy firm (e.g., McKinsey, Accenture, Kearney).
• Proven track record as a 0-to-1 operations builder for support or T&S functions.
• Strong analytical skills with experience in SLAs and operational reporting frameworks.
• Experience with AI-native or AI-augmented support tooling and workflow design.
• Must be eligible to work in the US.

Nice to have

• Experience formally leading a support organization.
• Background in consumer technology, UGC, creator platforms, or music/entertainment.
• Experience scaling communities as a growth channel.
• Experience with platform responsibility or policy-adjacent operations.

Culture & Benefits

• Comprehensive health benefits including Medical, Dental, and Vision (PPO w/ HSA & FSA).
• 401(k) with 3% employer match and Roth option.
• Unlimited PTO and sick time, plus 11 paid holidays.
• 16 weeks of paid parental leave.
• Creative education stipend and generous commuter allowance.
• In-office lunch provided 5 days per week.