Director, Customer Experience (AI)

TL;DR

Director, Customer Experience (AI): Architecting and executing a fully automated, AI-powered engagement model to drive product adoption at scale for the SMB segment. Focus on designing end-to-end tech-touch programs, building agentic AI workflows, and establishing data-driven KPI frameworks to optimize customer health and reduce churn.

Location: Must be based in or able to commute to New York City (Hybrid, 3x a week in-office)

Company

hirify.global is a leading technology platform providing end-to-end homecare solutions that connect patients, providers, and managed care organizations.

What you will do

• Architect and build the end-to-end tech-touch CS program for the SMB segment from the ground up.
• Design and manage agentic AI workflows that trigger personalized engagement across email, in-app messaging, and chat.
• Develop health scoring models that synthesize usage and engagement data to trigger automated risk interventions.
• Create automated QBR delivery systems that generate actionable performance summaries and AI-drafted recommendations.
• Define the KPI framework and maintain dashboards to track adoption rates, time-to-value, and churn.
• Lead a team while maintaining a player-coach approach to tooling, workflow builds, and data analysis.

Requirements

• Must be based in or able to commute to New York City for a hybrid role (3x/week in-office).
• Proven track record of building a tech-touch or digital CS program from zero.
• Hands-on experience with agentic AI tools and workflow automation platforms like Gainsight, Totango, Intercom, or Zapier.
• Strong analytical foundation with the ability to construct health scores and interpret churn signals from raw data.
• Experience managing a team of CS or operations professionals while remaining capable of individual execution.
• Ability to travel 10-25% of the time.

Culture & Benefits

• Opportunity to transform the healthcare space through innovative AI-driven technology.
• Collaborative environment focused on strategy, technology, and operational excellence.
• Hybrid work model balancing in-office collaboration with flexibility.
• Equal-opportunity employer committed to a diverse and inclusive workplace.