Program Manager (Customer Support Quality)

Salary: $100,000–$105,000 per annum for candidates based in Washington State.

Company

hirify.global is a technology solutions firm delivering strategy and execution across AI, cloud, data, product development, and emerging technology.

What you will do

• Partner with delivery teams on quality coaching, case reviews, performance assessments, audits, and compliance checks.
• Identify support-quality gaps and use customer feedback, case trends, and operational data to create improvement plans.
• Manage technical, case, and executive escalations while coordinating timely resolutions across stakeholders.
• Monitor customer satisfaction, case resolution, quality, and AI-supported performance metrics.
• Maintain support documentation, processes, training content, and advocate-readiness programs.
• Support AI migration, Copilot readiness, agent-assist initiatives, and improvements to AI-to-human handoffs.

Requirements

• At least 2 years of experience in customer support, advertising support, contact-center operations, or a closely related environment.
• Experience in support delivery, quality management, performance improvement, or operational excellence.
• Hands-on familiarity with online, search, or digital advertising operations.
• Experience using AI, Copilot, agent-assist, or similar AI-enabled tools for customer service or business processes.
• Strong communication, data analysis, escalation management, collaboration, prioritization, and multi-workstream management skills.
• Fluent English communication skills and willingness to work across time zones, including occasional early-morning meetings.

Nice to have

• Experience in digital, search, or online advertising and contact-center quality management, coaching, or case review.
• Experience with AI transformation, Copilot adoption, agent-assist platforms, or continuous improvement programs.
• Familiarity with Microsoft Advertising, Google Ads, or another major online advertising platform, including relevant accreditation.
• Bachelor’s degree in Business Administration or a related field.
• PMI or PMP certification and experience with global delivery partners or distributed support organizations.

Culture & Benefits

• High-ownership environment focused on exceptional work, continuous improvement, and meaningful outcomes.
• Collaboration with colleagues from varied backgrounds, expertise, and perspectives.
• Medical, dental, and vision coverage.
• Flexible Spending Account and 401(k) retirement plan.
• Competitive paid time off, parental leave, and professional growth opportunities.