Principal Service Experience Strategy Manager (Fintech)

TL;DR

Principal Service Experience Strategy Manager (Fintech): Leading the creation of end-to-end service experience strategies for the mid-market segment with an accent on ecosystem-wide product and expert-based service integration. Focus on driving business growth through deep customer insights, hypothesis-driven experimentation, and aligning cross-functional teams to deliver transformational value.

Location: Must be based in Mountain View, California

Salary: $208,000 - $280,000

Company

hirify.global is a global financial technology platform powering prosperity for millions of customers through products like TurboTax, QuickBooks, and Mailchimp.

What you will do

• Define and execute an end-to-end service experience strategy for mid-market offerings.
• Quantify service performance and customer journey benefits to drive strategic priorities.
• Lead cross-functional teams to resolve challenges and improve value delivery.
• Collaborate with analytics partners to optimize retention and benefit delivery.
• Align internal stakeholders and leadership with business pipelines and roadmaps.
• Drive cultural change to support the next generation of service offerings.

Requirements

• BA/BS degree or equivalent experience required; MBA strongly preferred.
• 8-10 years of experience in Customer Experience, Service Strategy, or Product Management.
• Proven ability to lead without direct authority in a matrixed organization.
• Strong analytical skills with experience in ROI analysis and data-driven decision making.
• Superior communication skills for presenting complex issues to senior leadership.
• Track record of aligning disparate teams to achieve transformational goals.

Culture & Benefits

• Competitive compensation package with pay-for-performance rewards.
• Eligibility for cash bonuses and equity rewards.
• Commitment to fair pay through regular gender and ethnicity comparisons.
• Comprehensive benefits program for full-time employees.
• Opportunity to work on a global platform impacting millions of users.