Senior AI Client Services Project Manager (CX)

TL;DR

Senior AI Client Services Project Manager (CX) (AI/GenAI): Manage customer-facing software and AI/GenAI delivery from initiation through closure with an accent on aligning scope, timelines, and customer expectations while coordinating cross-functional stakeholders. Focus on building delivery plans and RAID logs, driving risk/dependency management, and supporting predictable, high-quality customer experience across Agile/Waterfall/hybrid execution.

Company

hirify.global delivers AI and software products used by global businesses to improve customer experiences and support safety and financial crime prevention.

What you will do

• Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations.
• Build and maintain project plans, schedules, RAID logs, and core delivery documentation.
• Communicate project status, risks, and dependencies to customers and internal stakeholders, including escalation handling.
• Coordinate cross-functional teams through the full project lifecycle and adjust plans based on changing priorities.
• Support PMO best-practice adoption and continuous improvement efforts.
• Contribute to AI delivery execution by tracking AI-specific risks (data issues, model behavior, hallucinations) and supporting expectation-setting.

Requirements

• Location: USA - Remote
• 5+ years managing customer-facing software or SaaS delivery projects.
• Experience delivering projects across Agile, Waterfall, or hybrid methodologies.
• Ability to manage risks and dependencies with strong problem-solving and stakeholder engagement.
• Proficiency with project management tools (MS Project, Salesforce, Rocketlane, Power BI preferred).
• Basic familiarity with conversational AI/LLM/NLU delivery concepts, including prompt engineering limitations and AI governance/safety basics.

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• PMP certification.
• Experience monitoring and reporting AI performance KPIs and understanding AI cost drivers (token usage, model selection).

Culture & Benefits

• Fast-paced, collaborative environment with opportunities to learn and grow across roles and locations.
• Focus on raising standards and continuous improvement through PMO practices.
• Support for using AI tools in daily work for automation, analysis, and documentation.

Hiring process

• Interviews to assess project delivery experience, stakeholder management, and AI/GenAI delivery exposure.
• Evaluation of fit for customer-facing delivery and risk/dependency management practices.