Senior Manager, Customer Experience (AI)

Location: Remote within the United States, with listed locations in New York, San Francisco, Seattle, Los Angeles, and Chicago.

Salary: $143,400–$210,900 USD base salary, plus equity opportunities.

Company

hirify.global operates a global network of support centers focused on resolving last-mile issues and delivering reliable customer experiences.

What you will do

• Lead the strategy and vision for Consumer Credit & Refunds resolutions and key partnerships.
• Develop and scale an AI-integrated compensation decision function across support and fraud.
• Own business results, analyze performance trends, identify root causes, and optimize outcomes using data.
• Lead large-scale, multi-organizational initiatives and align Product, Engineering, Analytics, and Operations stakeholders.
• Present outcomes to senior leadership and translate insights into actionable plans.
• Build, coach, and develop a high-performing team and leadership bench.

Requirements

• 8+ years of experience in strategy, management consulting, product, or a related field.
• Proven experience leading cross-functional initiatives and delivering measurable results.
• Strong problem-solving skills with the ability to break down complex and ambiguous challenges.
• Strong analytical skills and experience using data, SQL, Excel, or similar tools.
• Experience managing and developing teams of two or more people.
• Strong interpersonal, relationship-building, communication, and influencing skills.

Nice to have

• Experience in support strategy.

Culture & Benefits

• Flexible paid time off and 80 hours of paid sick time per year for salaried roles.
• 401(k) plan with employer matching.
• Medical, dental, vision, disability, and basic life insurance.
• 16 weeks of paid parental leave, family-forming assistance, wellness benefits, and mental health support.
• Commuter benefits match and 11 paid holidays.