Senior Manager Global CX

TL;DR

Senior Manager Global CX (Customer Experience): Designing and executing an omni-channel support strategy across Europe and North America with an accent on professionalizing processes and modernizing the tech stack. Focus on bridging digital support with physical product realities and integrating AI-driven automation to scale global operations.

Location: Hybrid in Vienna, Austria

Salary: from €5,000 per month

Company

hirify.global is a manufacturer of sustainable and lightweight bikes with an international, multicultural team and a strong startup culture.

What you will do

• Define and harmonize the global CX strategy for both Europe and North America.
• Manage customer touchpoints for D2C online shoppers and the Specialized Dealer Network (B2B).
• Lead, mentor, and upskill a growing global team to foster a high-performing culture.
• Implement robust KPIs, quality assurance (QA) standards, and defined career pathways.
• Optimize the CX toolset by incorporating AI-driven automation, omni-channel telephony, and CRM integrations.
• Translate CSAT and NPS data into actionable insights for Product Development, Quality, and Operations teams.

Requirements

• 7+ years of CX leadership experience heading customer experience and support teams at a senior level.
• Professional background in premium D2C, consumer goods, or outdoor durable industries.
• Experience managing decentralized teams, specifically bridging European (Austria) and US operations.
• Ability to establish unified global support structures while respecting regional market nuances.
• Expertise in implementing structured frameworks, QA programs, and standard operating procedures (SOPs).
• English: Fully proficient (C1+) required.

Nice to have

• Proficiency in German.

Culture & Benefits

• International and multicultural environment with representatives from over 15 nationalities.
• Startup atmosphere with a strong emphasis on a friendly working environment.
• Extensive onboarding process for new employees.
• Commitment to diversity and an anti-discriminatory personnel policy.