AVP, Head of Client Experience (Luxury)

TL;DR

AVP, Head of Client Experience (Luxury): Building and scaling client experience as a competitive advantage across contact centers, in-person touchpoints, and digital channels with an accent on hospitality-driven service models and digital journey optimization. Focus on translating elevated client expectations into scalable service delivery, reducing friction in the digital journey, and developing a leadership bench of managers.

Location: Must be based in New York, United States

Salary: $100,000 – $130,000

Company

hirify.global is a global leader in the promotion of exceptional art and luxury objects through auctions, private sales, and retail.

What you will do

• Design and execute end-to-end client journeys across contact centers, digital, and in-person channels to exceed client expectations.
• Embed a client-first hospitality culture rooted in empathy and proactive problem solving across all client-facing teams.
• Lead and evolve multi-channel contact center operations, focusing on speed, quality, and first-contact resolution.
• Collaborate cross-functionally to optimize online checkout and post-sale experiences to reduce client friction.
• Manage key CX metrics, including response time, escalation trends, and client satisfaction, to drive continuous improvement.
• Coach and develop a leadership bench of managers capable of sustaining service excellence and operational growth.

Requirements

• 8+ years of leadership experience building and scaling client experience or customer operations in high-expectation environments.
• Deep expertise in multi-channel contact center operations and performance optimization at scale.
• Strong hospitality background with the ability to translate service excellence into measurable operating models.
• Demonstrated success in optimizing digital and online client journeys, including checkout and post-transaction support.
• Proven ability to lead organizational change through influence and alignment of cross-functional stakeholders.
• Based in New York, United States

Culture & Benefits

• Competitive base salary and eligibility for a discretionary bonus.
• Comprehensive benefits package.
• Opportunity to work from the iconic Breuer building global headquarters in New York City.
• Environment focused on service excellence, luxury standards, and continuous professional growth.