Customer Experience Excellence Lead

Location: Must be based in Brookfield, Wisconsin, USA

Salary: $95,500 – $177,300 per year

Company

hirify.global is a global provider of smart, sustainable water solutions for residential and industrial applications, serving customers in over 150 countries.

What you will do

• Lead the execution of the Water Quality Management CX transformation roadmap across four business areas.
• Drive implementation of process improvements to increase efficiency, consistency, and customer satisfaction.
• Lead process mapping, workflow redesign, and detailed documentation of customer-facing processes.
• Develop and implement SOPs, training materials, and knowledge management resources.
• Build KPI dashboards and reporting tools in Power BI to drive visibility and accountability.
• Optimize the adoption of Salesforce, SAP S/4 Hana, and other customer service technologies.

Requirements

• 5+ years of experience in customer service operations, CX, operational excellence, or business transformation.
• Demonstrated experience leading CX transformation initiatives.
• Strong working knowledge of Salesforce and similar customer service technologies.
• Experience designing and implementing reporting solutions, SOPs, and operational workflows.
• Proven ability to collaborate across functions in a matrixed environment.
• Ability to work full-time at the Brookfield, WI location.

Nice to have

• Bachelor's degree or equivalent experience.
• Experience with SAP, specifically S/4 Hana.

Culture & Benefits

• Comprehensive health benefits and wellness programs.
• Generous 401(k) and employee stock purchase program.
• Paid time off, parental leave, and caregiver leave.
• Tuition reimbursement for professional development.
• Life, disability, critical illness, and accident insurance.