Director, Customer Experience (AI)

TL;DR

Director, Customer Experience (AI): Defining and driving the end-to-end customer experience strategy across the enterprise with an accent on AI-enabled automation and digital transformation. Focus on aligning customer journeys with business outcomes, reducing friction in high-volume segments, and governing cross-functional CX initiatives.

Location: Irvine, CA, United States

Salary: $171,300 - $299,800 per year

Company

hirify.global is a leading global technology company that plays a vital role in the worldwide IT sales channel, connecting manufacturers and cloud providers with business-to-business technology experts.

What you will do

• Define and own the enterprise CX vision and operating model across all customer interactions.
• Partner with Product, Engineering, and AI teams to embed customer experience into automation and digital initiatives.
• Own end-to-end customer journeys from pre-sales through post-sales to eliminate friction.
• Drive modern CX strategy for SMB segments, balancing automation with high-value human engagement.
• Govern CX KPIs including CSAT, CES, NPS, and cost-to-serve to ensure measurable business impact.
• Lead cross-functional accountability across Operations, Support, Finance, Sales, and UX.

Requirements

• Bachelor’s degree in business, technology, or related field (MBA preferred).
• 10+ years of progressive leadership in Customer Experience, Operations, or Product environments.
• Experience in organizations undergoing AI-enabled or digital CX transformation.
• Proven ability to embed CX into automation and technology initiatives.
• Strong understanding of lifecycle, multi-channel CX, and KPI-driven models.
• Must be authorized to work in the United States.

Culture & Benefits

• Comprehensive healthcare benefits including medical, dental, and vision.
• 401(k) plan with company match.
• Paid time off and parental leave.
• Short-term and long-term disability coverage.
• Basic life insurance and wellbeing benefits.
• Opportunities for merit increases and annual performance-based bonuses.