Senior Manager, Customer Support (Automotive)

TL;DR

Senior Manager, Customer Support (Automotive): Leading the Voice of the Customer program to transform support insights into actionable product and engineering requirements with an accent on closed-loop feedback systems and cross-functional alignment. Focus on designing root cause analysis frameworks, utilizing AI for verbatim analysis, and advocating for customer-impacting fixes to senior leadership.

Location: San Francisco, CA (Hybrid: must be in office at least 3 days per week)

Salary: $162,000 - $287,000 per year

Company

hirify.global is developing self-driving technology to create a safer, more efficient, and more accessible transportation ecosystem.

What you will do

• Build and run the Voice of the Customer (VoC) program, creating a closed-loop system to capture and act on customer feedback.
• Act as the connective tissue between Support, Product, Engineering, and Safety teams to translate insights into prioritized requirements.
• Design processes and frameworks to identify technical and non-technical root causes of support contacts using AI verbatim analysis.
• Analyze customer journeys and partner with analytics teams to deliver in-depth data insights on business impact.
• Present critical pain points to senior leadership using data-driven storytelling to drive cross-functional prioritization.
• Hire, lead, and develop a high-leverage team to scale the VoC program.

Requirements

• 8+ years in customer support, CX, customer insights, or support analytics.
• 4+ years experience owning a support-focused VoC or customer-feedback program end-to-end.
• High proficiency in data analysis, thematic analysis, taxonomy design, and AI customer insights tools.
• Strong executive communication skills and ability to influence without authority across functions.
• Experience building programs from scratch and leading teams in ambiguous, fast-paced environments.
• Must be based in San Francisco, CA and able to work in-office at least 3 days per week.

Nice to have

• Previous experience in customer-facing roles (Support or Customer Success) before moving into insights.
• Familiarity with CRM tools, specifically Salesforce and its integrations.
• Experience with customer advocacy within highly technical or safety-critical environments.

Culture & Benefits

• Hybrid work environment designed to increase collaboration and empathy.
• Collaborative culture focused on integrity, ambitious goals, and a "no jerks" policy.
• Comprehensive compensation package including base salary, annual bonus, and equity.
• Deep organizational commitment to safety and inclusion.