Director, Program Management (CX)

TL;DR

Director, Program Management (CX): Leading program delivery and customer success for major accounts with an accent on implementation, business development, and project management team performance. Focus on driving multi-million revenue targets, optimizing P&L, and serving as a trusted advisor to executive-level clients.

Location: Must be based in Canada (Remote)

Company

hirify.global is a global software leader in AI, cloud, and digital solutions, serving over 25,000 businesses including 85 of the Fortune 100 to deliver extraordinary customer experiences and ensure public safety.

What you will do

• Act as the single point of contact for major accounts, overseeing implementation, rollout, and delivery of products and services.
• Drive business development and generate new revenue opportunities in collaboration with the sales team.
• Define and govern project implementation methodologies, quality standards, and continuous improvement initiatives.
• Manage the performance of the project management community, ensuring delivery meets agreed KPIs and practices.
• Oversee multiple account projects from a managerial perspective while personally managing key projects as an individual contributor.
• Serve as the primary escalation point for customers to ensure long-term satisfaction and successful project outcomes.

Requirements

• Must be based in Canada
• At least 8-10 years of account and customer management experience
• At least 3 years of management experience
• Strong background in the Contact Center industry (Avaya, Cisco)
• Proven experience in software or solution deployment project delivery
• Excellent communication and presentation skills, specifically for executive-level interactions

hirify.global-to-have">hirify.global to have

• PMI Certification
• Bachelor or Master’s degree in IT management or Business

Culture & Benefits

• Opportunity to work with a global market leader in AI and cloud software
• Exposure to Fortune 100 clients and large-scale financial and safety systems
• Collaborative environment working across sales, R&D, and cloud teams
• Commitment to equal opportunity and inclusive workplace practices