Director, Customer Experience Strategy & Operations (AI)

Location: San Francisco, CA; New York, NY; Tempe, AZ; Sunnyvale, CA; Ann Arbor, MI; Chicago, IL; Washington, DC; Seattle, WA; or Los Angeles, CA

Salary: $170,000–$250,000 USD annual base pay, plus potential equity grants.

Company

hirify.global operates a marketplace and customer experience organization supporting consumers, Dashers, and emerging business lines.

What you will do

• Define the vision, metrics, and operating principles for customer experience across consumers, Dashers, and emerging business lines.
• Lead a high-performing strategy and operations team responsible for shaping customer experience.
• Redesign CX workflows by combining people, process, product, data, and AI-enabled tools.
• Partner with Product, Engineering, Analytics, Fraud, Marketplace, New Verticals, International, Dasher, and DashPass teams.
• Translate executive-level strategy into detailed work involving data, user journeys, case reviews, and frontline operations.
• Build and scale processes, tools, and mechanisms that improve quality, reduce friction, and accelerate execution.

Requirements

• 10+ years of experience in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similar analytical operating role.
• Experience using AI, automation, lightweight tooling, or internal applications to solve productivity problems and redesign manual workflows.
• Ability to work within a 24/7 global operations organization and scale new processes and initiatives.
• Experience collaborating with Product, Operations, Analytics, and other cross-functional stakeholders.
• Experience building, developing, and raising the performance bar for high-performing teams.
• Bachelor’s degree required; MBA or master’s degree is a plus.

Culture & Benefits

• Comprehensive benefits package for regular employees, including medical, dental, and vision coverage.
• 401(k) plan with employer matching, paid parental leave, paid time off, and paid sick leave.
• Wellness, commuter, family-forming assistance, mental health, disability, and basic life insurance benefits.
• Eleven paid holidays; salaried roles also include flexible paid time off and 80 hours of paid sick time per year.