Director, CX Business Systems (AI)

Location: Toronto, Canada

Salary: CA$190,000–CA$240,000 per year at the start of employment; expected OTE of CA$223,000–CA$282,000 per year, including variable compensation.

Company

hirify.global is a customer engagement SaaS platform that helps brands create personalized experiences through cross-channel messaging, journey orchestration, AI-powered decisioning, and optimization.

What you will do

• Lead and develop the Business Systems Analyst and Technical Program Manager teams supporting Expert and Professional Services, Partner Led Delivery, Customer Success, and Customer Support.
• Define and execute the CX technology strategy, transformation roadmap, platform rollouts, governance, and resource allocation.
• Translate CX executive priorities into scalable technology solutions, managing delivery standards, intake governance, OKRs, capacity planning, and documentation.
• Lead AI adoption across the CX technology stack, including AI-native tooling, workflow automation, case routing, health scoring, and lifecycle triggers.
• Partner with Data Analytics, Growth Engineering, CX Operations, and Business Systems Delivery teams on data models, integrations, pipelines, reporting, and technical execution.
• Manage CX technology vendors, budgets, escalations, contracts, service levels, and strategic investment decisions.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field.
• 15+ years of Business Systems experience, including at least 5 years in leadership or management focused on CX systems.
• Experience leading CX technology strategy and large-scale initiatives, establishing new functions, and managing complex cross-functional programs.
• Hands-on experience with Salesforce Service Cloud or Customer Experience Cloud and common CX platforms such as Gainsight, Certinia, RocketLane, SupportLogic, or SearchUnify.
• Experience evaluating and deploying AI solutions in CX or go-to-market environments, including workflow automation and data-driven decision systems.
• Strong stakeholder management, business acumen, agile delivery, and understanding of end-to-end post-sales and CX processes in a SaaS business.

Nice to have

• MBA or certifications in Salesforce, Gainsight, Certinia, or other core CX platforms.
• Experience with integrations, API management, data warehousing, business intelligence, and reporting tools.
• Understanding of GDPR, CCPA, and other data privacy regulations affecting CX and go-to-market data.

Culture & Benefits

• Collaborative, transparent culture focused on autonomy, accountability, continuous learning, and work-life harmony.
• Hybrid ways of working with a curated in-office experience focused on community, connection, and innovation.
• Equity grants, retirement and employee stock purchase plans, flexible paid time off, and comprehensive medical, dental, vision, life, and disability coverage.
• Fertility benefits, equal paid parental leave, professional development, formal career pathing, learning platforms, and an annual learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and community-focused initiatives.

Hiring process

• Recruitment may include AI-assisted screening, interview scheduling, recording, and interview-note summarization.
• Recruiting teams remain involved in hiring decisions, with options for manual review or opting out of AI-assisted review depending on location.