Program Director, Knowledge & QA (SaaS)

TL;DR

Program Director, Knowledge & QA (SaaS): Designing and executing the Knowledge-Centered Service (KCS) and Global Support QA programs to enhance customer experience with an accent on governance, rubric design, and operational excellence. Focus on building durable systems at scale, aligning knowledge quality with AI-assisted resolution accuracy, and optimizing CX KPIs.

Location: Remote (NOAM)

Salary: $125,000 - $150,000

Company

hirify.global is a fast-paced SaaS organization providing high-quality products and services for the staffing and HR tech industry.

What you will do

• Own the end-to-end KCS program, including strategy, governance, and adoption metrics.
• Establish and oversee the Knowledge Domain Expert (KDE) program across global regions.
• Design and manage a KCS coaching program and the Process Alignment Review (PAR) framework.
• Own the Global Support QA program, including rubric design, scoring methodology, and calibration.
• Connect KCS and QA metrics to CX KPIs such as CSAT, TTR, FRT, and case deflection.
• Partner with the AI deflection team to ensure knowledge quality supports AI-assisted resolution accuracy.

Requirements

• 5+ years in knowledge management, support operations, or QA within a SaaS or technology organization.
• Demonstrated ownership of a KCS program.
• Experience designing and running a QA program in a technical support environment.
• KCS v6 Practices certification or equivalent hands-on program experience.
• Strong analytical skills for building scorecards and operational recommendations.
• Must be based in North America (NOAM).

Nice to have

• Experience supporting global teams across Americas, EMEA, and/or APAC.
• Familiarity with Salesforce Service Cloud and Salesforce Knowledge.
• Experience with AI-assisted support tools or deflection programs.
• Background in staffing, HR tech, or enterprise SaaS.

Culture & Benefits

• Medical, Dental, and Vision benefits effective from day one.
• 401(k) with company match.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support and on-demand Learning & Development.
• Quarterly paid volunteer days.
• Company-wide mentor program.