Head Of Customer Experience & Platform Integrity

TL;DR

Head of Customer Experience & Platform Integrity: Building the end-to-end support and safety infrastructure for a new consumer app with an accent on zero-to-one development, vendor stack selection, and platform integrity. Focus on designing scalable operating models, implementing AI-augmented workflows, and ensuring a safe, fair experience for millions of users.

Location: Onsite in New York, NY. Relocation assistance is available where applicable.

Company

hirify.global is a global media and entertainment company focused on creating impactful digital content, consumer products, and interactive experiences.

What you will do

• Design the end-to-end support operating model, including tier structures, SLAs, and incident response frameworks.
• Drive build-vs-buy decisions for support and integrity tooling, including BPO strategy and vendor selection.
• Implement AI-augmented workflows to improve speed, quality, and self-service deflection.
• Own key metrics such as CSAT, response times, cost to serve, and contest integrity outcomes.
• Partner with product and engineering teams to ensure platform safety, fairness, and regulatory compliance.
• Manage high-stakes escalations while maintaining operational excellence in daily ticket queues.

Requirements

• 12+ years of experience in customer operations with direct ownership of support and safety/fraud functions.
• Proven track record of scaling operations at online platforms with measurable impact on efficiency and user experience.
• Direct experience with safety and privacy compliance in a consumer product environment.
• Hands-on experience selecting and implementing trust, safety, and support vendor stacks.
• Strong point of view on AI implementation for fraud detection and customer support.
• Ability to communicate effectively across functions and make final decisions on high-stakes escalations.

Culture & Benefits

• Competitive salary and comprehensive medical, dental, and vision insurance.
• 401k plan with company matching and HSA contributions.
• Flexible vacation policy and paid company holidays.
• Company-provided technology package.
• Relocation assistance, including travel and 90 days of company-provided housing.