Senior Program Manager (eCommerce)

TL;DR

Senior Program Manager (CX/eCommerce): Designing and overseeing strategic quality programs and support models for customer service with an accent on operational insights and AI integration. Focus on building quality behavior models, optimizing CSAT, and delivering strategic long-term initiatives for senior leadership.

Location: Plantation, FL

Salary: $118,500 - $189,500

Company

hirify.global is a leading online retailer of pet food and supplies dedicated to being the most trusted destination for pet parents.

What you will do

• Build and execute Secret Shopper experiments across cohorts and channels to provide insights to senior leadership.
• Design and implement best-in-class quality solutions and support models for customer care operations.
• Leverage AI behavior quality models across voice, email, and chat channels to evangelize efficiency across the organization.
• Formalize team operating procedures into repeatable mechanisms and lead the evolution of quality tools into AI.
• Track and trend data to inform goal setting and operational performance against OP1 commitments.
• Act as Single Threaded Owner (STO) for critical initiatives driving employee engagement or operational excellence.

Requirements

• At least 8 years of experience in a Strategic Program Management role with a track record of sustaining large programs at scale.
• Strong written communication skills for drafting strategy documents and white papers for C-suite executives.
• Proficiency in defining program requirements and using data/metrics to determine effectiveness.
• Previous experience in a CX environment, specifically within eCommerce.
• Ability to manage multiple simultaneous programs in a fast-paced environment with rapid deadlines.

Nice to have

• Certifications in Program or Project Management (Agile, Scrum, PMP).
• Six Sigma certification.
• Experience with speech-to-text analytics.

Culture & Benefits

• Comprehensive insurance packages including medical, vision, dental, life, and disability.
• Unlimited PTO for salaried-exempt team members.
• Parental leave, family services benefits, and backup dependent care.
• Pet adoption reimbursement and exclusive discounts on pet insurance and hirify.global.com.
• 401k plan and new hire/annual equity grants.