Manager, Customer Care Technology & Automation (AI)

TL;DR

Manager, Customer Care Technology & Automation (AI): Owning and optimizing the technology ecosystem (Zendesk, Ada, Sierra) for the Customer Care organization with an accent on AI strategy and workflow automation. Focus on deploying LLM capabilities, optimizing chatbot performance, and improving agent productivity through scalable system design.

Location: Must be based in San Diego, CA (Hybrid)

Salary: $128,500 - $192,500 per year

Company

hirify.global is the world’s most powerful community for good, dedicated to helping people help each other through a secure and easy-to-use platform.

What you will do

• Own and execute the technology roadmap for Zendesk, Ada, Sierra, and other Customer Care platforms.
• Lead the AI strategy for support channels, optimizing chatbot performance, AI containment, and LLM adoption.
• Administer Zendesk configurations, including workflows, triggers, macros, and routing logic.
• Identify repetitive processes and build business cases for intelligent automation to reduce operational effort.
• Develop executive dashboards tracking metrics like deflection rate, cost per contact, and CSAT.
• Manage vendor relationships and collaborate with Product, Engineering, and Security teams.

Requirements

• 5+ years of experience managing Customer Care technology, CX platforms, or Support Operations.
• Deep expertise in large-scale Zendesk administration.
• Proven experience implementing AI-powered support tools (e.g., Ada, Sierra, Intercom Fin).
• Strong understanding of LLMs, conversational AI, and prompt design.
• Analytical skills with proficiency in SQL and BI tools.
• Must be located in San Diego, CA.

Nice to have

• Experience with Salesforce, Segment, Snowflake, or Looker.
• Background in high-growth SaaS, marketplace, fintech, or ecommerce organizations.
• Familiarity with support quality programs and workforce management.
• Knowledge of Responsible AI principles and governance.

Culture & Benefits

• Mission-driven work environment focused on making a positive global impact.
• Comprehensive healthcare, dental, vision, and life insurance.
• 401(k) saving program and equity opportunities.
• Financial assistance for hybrid work and family planning.
• Generous parental leave, flexible time-off, and mental health resources.
• Strong commitment to DEI with active employee resource groups.