Director of Digital Customer Experience & AI

TL;DR

Director of Digital Customer Experience & AI (Microsoft AI): Leading the strategy and design of AI-powered customer interactions for the Loan Vision ecosystem with an accent on AI agent behavior and workflow orchestration. Focus on evolving LV Luna into a digital experience layer that automates tasks and improves customer success outcomes.

Location: Remote or Hybrid within the United States

Company

hirify.global is a permanent home for software businesses serving specialized industries, focusing on modernization through AI and operational discipline.

What you will do

• Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle.
• Design AI agent behaviors, response patterns, and escalation paths to ensure a consistent and intuitive user experience.
• Manage the architecture and orchestration of AI capabilities, including RAG and tool calling.
• Lead the implementation of the Microsoft AI stack, specifically Copilot Studio and Azure AI Search.
• Establish "AgentOps" to evaluate, measure, and continuously improve AI-driven customer experiences.
• Bridge the gap between Customer Success, Product, and Engineering to translate technical AI capabilities into customer value.

Requirements

• Must be based in the United States.
• 8–12+ years of experience in enterprise software, customer experience, or platform leadership.
• Strong proficiency in the Microsoft ecosystem (Dynamics 365, Azure, Copilot).
• Deep understanding of AI agent workflows, CX design, and system orchestration.
• Proven ability to translate technical concepts into intuitive user experiences.
• Strong executive presence and communication skills.

Nice to have

• Experience designing AI-powered support or customer experiences.
• Familiarity with Model Context Protocol (MCP) and secure integrations.
• Background in financial services, ERP, or regulated environments.
• Technical fluency in .NET, APIs, and modern integration patterns.

Culture & Benefits

• Certified Great Place to Work.
• Opportunity to work within a diverse portfolio of 100+ companies.
• Commitment to equality, equity, and inclusive workplace practices.
• Support for professional growth and operational excellence.