Director, Technical Experience (SaaS)

TL;DR

Director, Technical Experience (SaaS): Defining and driving the strategic direction for the Technical Support function with an accent on AI transformation, operational efficiency, and CX goals. Focus on implementing AI-powered tools to reduce resolution time and leading a multi-level organization of technical managers.

Location: Remote (Must be based in the US and have legal work authorization)

Company

hirify.global is a leader in Dynamic Workforce Orchestration, helping organizations connect people and technology to create more agile customer service operations.

What you will do

• Define the long-term vision and strategic direction for Technical Support, aligning it with business objectives and CX goals.
• Lead the AI transformation of the support function, implementing AI-powered tools and automation to reduce resolution time.
• Oversee the Technical Support organization to achieve SLA performance, customer satisfaction, and efficiency metrics.
• Manage and develop a multi-level team of senior managers, managers, and individual contributors.
• Act as the primary executive escalation point for critical technical issues and high-stakes customer engagements.
• Collaborate cross-functionally with Customer Success, Sales, Product, and Engineering to ensure seamless platform support.

Requirements

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
• 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.
• Proven track record in strategic leadership and execution within a technical support SaaS environment.
• Must have the legal right to work in the United States.
• Deep technical acumen and experience driving large-scale innovation and process optimization.

Nice to have

• Experience leading AI transformation initiatives within a support or CX organization.
• Knowledge of multiple ACD and Workforce Management Systems in a Contact Center environment.
• Experience in Computer Networking and third-party software integrations.

Culture & Benefits

• People-first company culture based on trust, respect, and flexibility.
• Guided by core values: Servant's Heart, Craftsman's Attitude, and Growth Mindset.
• Focus on employee empowerment and professional growth.
• Commitment to diversity and equal opportunity employment.