Director, End-User Experience (AI)

TL;DR

Director, End-User Experience (AI): Leading global delivery of employee technology support and AI-driven service operations with an accent on automation, self-healing systems, and AI-first support models. Focus on transforming end-user services, scaling conversational AI, and driving operational excellence across a distributed workforce.

Location: Must be based in the United States (100% remote)

Company

hirify.global is a global leader in data integrity, empowering businesses to make confident decisions through a unique combination of software, data enrichment, and strategic services.

What you will do

• Own the operational delivery of AI-first end-user support services across all regions and time zones.
• Lead global service desk and field support teams to ensure high-quality, predictable employee support experiences.
• Deploy and tune virtual agents and conversational AI to maximize employee self-help and autonomous resolution.
• Drive root cause analysis and implement automated corrective actions, including self-healing scripts.
• Manage major incident response and coordinate across Platform Engineering, Security, and vendors.
• Coach and develop regional managers through a workforce transition toward higher-value, AI-augmented work.

Requirements

• Must be based in the United States
• Bachelor’s degree in Information Systems or Computer Science.
• 10+ years of experience in IT, end-user support, or enterprise service delivery.
• 5+ years leading global, distributed support teams with proven success in deploying AI and automation.
• Hands-on expertise with IT service management frameworks and ticketing systems like Jira Service Management.
• Demonstrated proficiency in applying generative AI tools to accelerate work and improve output quality.

Nice to have

• Experience with identity, device lifecycle, and access management.
• Ability to use AI-driven analytics and employee sentiment analysis to improve service delivery.
• Experience with Business Intelligence tools for actionable service metrics.

Culture & Benefits

• Commitment to career development, growth, and learning opportunities.
• Work-from-anywhere culture within a distributed global environment.
• Focus on innovation and leveraging cutting-edge AI tools in daily workflows.
• Collaborative environment centered on core values of Openness, Determination, Individuality, and Collaboration.