Manager, Customer Experience Specialist (AI)

TL;DR

Manager, Customer Experience Specialist (AI): Leading the operational engine behind the Customer Success Organization with an accent on product expertise, bug resolution, and process optimization. Focus on transforming the team into a proactive center of excellence by leveraging AI, automation, and scalable knowledge management strategies.

Location: Must be based in or able to work from the New York City office (Hybrid)

Salary: $109,000–$136,000 per year

Company

hirify.global is a data-driven HR technology company helping businesses grow by simplifying complex HR issues through an innovative, supportive, and entrepreneurial environment.

What you will do

• Lead, coach, and develop a high-performing team of Customer Experience Specialists.
• Own the operational health of the Customer Success Organization, including escalation management and response quality.
• Drive the adoption of AI and automation to streamline workflows and improve team productivity.
• Partner cross-functionally with Product and Engineering to influence roadmaps and ensure operational readiness for new releases.
• Define and implement scalable documentation standards and self-service strategies.
• Transform the team from a reactive support function into a proactive product-focused center of excellence.

Requirements

• 4+ years of experience in Customer Experience, Customer Success, or Product Operations.
• 2–3 years of experience managing high-performing teams.
• Proven track record of leading operational transformation and organizational change.
• Experience leveraging AI, automation, or emerging technologies to improve efficiency.
• Strong understanding of product lifecycle and cross-functional collaboration.
• Proficiency with CRM platforms, customer support technologies, and workflow automation tools.

Nice to have

• Experience with Zendesk, Talkdesk, Gong, Jira, Confluence, or Wrangle.

Culture & Benefits

• Welcoming and casual work environment.
• Comprehensive wellness program offerings.
• Company retreats and team-building events.
• Commitment to diversity, equity, inclusion, and belonging.
• Focus on professional growth and learning from startup community leaders.