Director Outsourced CX Service Delivery (Fintech)

TL;DR

Director Outsourced CX Service Delivery (Fintech): Leading the delivery of world-class customer support across all products with an accent on AI-augmented Tier 0 experiences and BPO management. Focus on designing an intelligent support model blending human expertise with AI, optimizing cost-to-serve, and managing global outsourced teams.

Location: Must be based in the United States (San Jose, CA, Draper, UT, or remote-eligible)

Salary: $128,200 - $188,200 USD

Company

hirify.global is a financial automation company empowering businesses to replace outdated financial processes with innovative tools.

What you will do

• Execute an AI-first support strategy, deploying intelligent virtual agents and conversational AI to resolve inquiries without human intervention.
• Manage end-to-end customer support operations and distributed contact center teams, with a core focus on outsourced partners.
• Optimize support processes and tooling to reduce handle time and increase first-contact resolution rates.
• Define and track key KPIs including CES, AI deflection rates, Tier 0 containment, and cost-per-contact.
• Partner with Product and Engineering teams to integrate Voice of the Customer (VoC) insights into the product roadmap.

Requirements

• 10+ years of experience in customer support operations or CX leadership, including 3+ years at a director level.
• Must be based in the United States.
• Proven experience building or scaling AI-augmented or digital-first support models and Tier 0 automation.
• Demonstrated ability to manage both insourced and BPO/outsourced contact center partnerships.
• Track record of exceeding targets, KPIs, and SLAs in complex, multi-channel, multi-geography environments.

Nice to have

• Experience working within Fintech, SaaS, or high-growth technology companies.

Culture & Benefits

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP).
• Comprehensive financial security with 401(k) retirement plan, HSA, and FSA accounts.
• Generous time off including 11+ observed holidays, wellness days, and flexible PTO.
• Employee Stock Purchase Program and various employee discounts.
• Culture of accountability, growth, and psychological safety within a diverse and inclusive workplace.