Senior Program Manager (Service Operations)

TL;DR

Senior Program Manager (Service Operations): Leading strategic cross-functional programs to improve service delivery, operational scalability, and systems effectiveness with an accent on end-to-end program execution and business process transformation. Focus on optimizing Salesforce Service Cloud implementations and driving measurable business value across the Global Success organization.

Location: Hybrid in Mexico City, Mexico

Company

hirify.global provides an elastic visibility and analytics fabric that enables organizations to close the cloud visibility gap and gain actionable insights across hybrid cloud infrastructure.

What you will do

• Lead strategic Global Success programs from intake through execution, launch, and stabilization.
• Build and manage detailed program plans, milestones, dependencies, and risk mitigation strategies.
• Partner with stakeholders to identify operational pain points and translate business needs into scalable solutions.
• Direct systems enablement programs involving Salesforce Service Cloud and related business applications.
• Facilitate working sessions, decision-making forums, and provide executive-ready status reporting.
• Define success metrics and monitor program health, adoption, and value realization.

Requirements

• Bachelor’s degree in business, technology, engineering, or a related field.
• 8+ years of program or project management experience, preferably in Service Operations or Support.
• Proven experience leading cross-functional business systems or operational transformation programs.
• Experience managing initiatives involving Salesforce Service Cloud or similar service management platforms.
• Strong knowledge of program management methodologies, including Agile and Waterfall.
• Must be based in Mexico City to support a hybrid work model.

Nice to have

• Experience with Jira, Certinia, Tableau, Snowflake, DBT, or Monday.com.
• PMP, Agile, Scrum, or Salesforce-related certifications.
• Experience in Global Services, Customer Support, or Professional Services environments.
• Proficiency in leveraging AI tools (LLMs, Zoom AI) to accelerate research and documentation.

Culture & Benefits

• Certified as a Great Place to Work.
• Opportunity to shape and scale the operational backbone of a global organization.
• Collaborative environment working across business and technical teams.
• Commitment to diversity, equity, and inclusion as an equal opportunity employer.