Director, CX Business Systems (AI)

TL;DR

Director, CX Business Systems (AI): Leading the strategy, roadmap, and development of the CX technology stack to drive operational excellence and accelerate growth with an accent on AI-driven automation and cross-functional system integration. Focus on building high-performing BSA and TPM teams, defining CX technology strategy, and scaling AI-native workflows across the organization.

Location: Must be based in or able to work from Chicago, USA

Salary: $184,000–$234,000/year (Base), OTE $217,000–$275,000/year

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences across all touchpoints.

What you will do

• Lead and develop a high-performing team of Business Systems Analysts and Technical Program Managers.
• Define and execute the strategic roadmap for the CX technology stack, including Professional Services, Customer Success, and Support functions.
• Drive AI-first transformation by identifying high-impact use cases and embedding AI-driven automation into CX workflows.
• Partner with executive stakeholders to translate business objectives into scalable technology strategies.
• Oversee the full lifecycle of CX systems initiatives, from vendor selection to implementation and governance.
• Ensure a reliable data foundation by collaborating with Data Analytics and Growth Engineering teams.

Requirements

• 15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems.
• Bachelor's degree in IT, Computer Science, Engineering, or Business.
• Proven track record of leading CX technology strategy and large-scale initiatives in a SaaS environment.
• Hands-on experience with Salesforce (Service Cloud, Experience Cloud) and CX tools like Gainsight or Certinia.
• Demonstrated ability to evaluate and deploy AI solutions in a GTM or CX context.
• Strong business acumen and ability to influence stakeholders at all levels.

Nice to have

• MBA degree.
• Certifications in core CX platforms (Salesforce, Gainsight, etc.).
• Experience with API management and data warehousing.
• Knowledge of data privacy regulations like GDPR and CCPA.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability insurance.
• Flexible paid time off and work-life harmony focus.
• Equity grants of restricted stock (RSUs).
• Retirement and Employee Stock Purchase Plans.
• Professional development with learning stipends and career pathing.
• Curated in-office experience designed to foster community and innovation.