VP, Head of Contact Center Excellence (AI & Customer Experience)

TL;DR

VP, Head of Contact Center Excellence (AI & Customer Experience): Building an end-to-end customer experience engine by evolving the CX department with Generative AI, Machine Learning, and automation. Focus on defining global CX strategy, scaling service operations with data-driven insights (NPS/CSAT/CES), and leading cross-functional execution that turns customer feedback into product and operational improvements.

Location: Dallas, TX

Annual Pay Range: 161,200 - 250,000 USD

Company

hirify.global provides property intelligence and technology-driven insights for the real estate ecosystem.

What you will do

• Define and execute a global CX strategy across every customer touchpoint.
• Lead AI & digital transformation, integrating Generative AI, ML, and automation to improve self-service, predictive support, and personalization.
• Drive operational excellence by optimizing workflows, scaling support operations, and leading a high-performing global team.
• Use advanced analytics and AI-driven sentiment analysis to track KPIs (NPS, CSAT, CES) and run formal feedback loops with stakeholders.
• Act as the “Voice of the Customer” with Product, Engineering, and Sales to ensure customer needs shape the roadmap.
• Represent hirify.global in senior client meetings and strategy discussions with data-backed initiatives and deliverables.

Requirements

• 10+ years of leadership in Customer Experience or Operations, ideally in a high-growth SaaS or tech-forward environment.
• Proven track record implementing AI/ML solutions (e.g., LLMs for support, automated ticketing, predictive churn) with measurable ROI.
• Deep expertise scaling international teams and managing large budgets and complex CX tech stacks (e.g., Salesforce, Zendesk, Gainsight).
• Strong change management experience leading transitions from legacy processes to AI-augmented workflows.
• Excellent communication skills to explain complex technical transformations to stakeholders and inspire front-line teams.
• Financial acumen to interpret and apply financial knowledge to drive business decisions.

Culture & Benefits

• Flexible working model with competitive time off and 11 paid holidays.
• Health coverage with mental health and wellness support.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition rewards, referral bonuses, and additional perks.