Sr. Manager, Licensed Customer Experience (Financial Services)

Location: New York City, United States; hybrid with four days per week in the office

Salary: $145,000–$165,000 base annually, with possible variable compensation through a company incentive bonus.

Company

hirify.global is a technology-driven financial services company providing investing, savings, retirement, financial wellness, and 401(k) solutions.

What you will do

• Lead, coach, and develop approximately 10 licensed customer experience representatives supporting high-value customers across chat, email, and phone.
• Own team performance metrics, including SLAs, first response time, handle time, customer satisfaction, and other operational KPIs.
• Manage staffing, scheduling, daily operations, quality assurance reviews, feedback, and individual development plans.
• Use dashboards and customer contact data to identify trends and implement improvements in volume, quality, routing, and satisfaction.
• Serve as an escalation point for complex client conversations and improve the service experience for customers with $100k+ in assets.
• Partner with CX, Operations, Compliance, Product, Engineering, and CFP teams on initiatives and customer outcomes.

Requirements

• Experience managing customer-facing teams in financial services, customer experience, or operations, ideally in a licensed environment.
• FINRA Series 65 or equivalent credential, such as Series 66 or CFP.
• Proven coaching and performance management experience in a metric-driven support organization.
• Experience with modern service and CRM tools such as Zendesk, telephony or CCaaS platforms, and Salesforce or other CRM systems.
• Strong written and verbal communication, cross-functional collaboration, and change leadership skills.
• Ability to work from the New York City office four days per week, with no required office days during summer and winter holidays.

Culture & Benefits

• Medical, dental, and vision coverage, plus life, AD&D, short-term disability, and long-term disability insurance.
• Infertility support, WPATH-aligned transgender health benefits, EAP, transit benefits, and FSA and HSA options.
• Equity grants for all employees, including new-hire and refresher grants.
• Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in the sixth year.
• Company-paid professional coaching, a day-one 401(k) match, and matching on qualified student loan payments.

Hiring process

• Applications are reviewed over several weeks, followed by three to four sets of meetings with future colleagues for selected candidates.
• The process may include a case study or technical assessment, depending on the role.
• The average hiring decision takes approximately three to five weeks.