Principal Program Manager (AI)

Location: US Remote

Salary: $126K–$214.9K per year

Company

hirify.global provides SaaS solutions and supports enterprise customer operations.

What you will do

• Lead enterprise-scale customer success programs across Client Support and partner with CX Operations, Sales, Engineering/IT, and executive stakeholders.
• Optimize workflows, handoffs, and engagement strategies for at-risk customers using data-led business analysis.
• Design and implement AI-powered workflows, automation, and tooling to improve response times, efficiency, and resolution quality.
• Manage initiatives end to end, including scope, timelines, resources, stakeholder communication, and execution tracking.
• Analyze support volume, ticket trends, customer satisfaction, and operational data to identify root causes and measurable improvement opportunities.
• Build executive-ready dashboards, reports, SOPs, enablement resources, and training materials to support adoption.

Requirements

• Bachelor’s degree in Business, Analytics, or a related field, or equivalent education and experience.
• 8–10 years of experience in Program Management, Project Management, Business Operations, Business Analysis, or a related analytical role.
• Experience implementing AI tools, automation, or technology-enabled process improvements; hands-on experience with Claude or similar tools is preferred.
• Advanced proficiency with Microsoft Office Suite, PowerPoint, Salesforce, and Salesforce Service Cloud.
• Strong analytical skills with SQL and Excel; experience with Databricks or Sigma is preferred.
• Excellent communication, presentation, stakeholder management, and executive partnership skills, with the ability to work independently in ambiguous environments.

Nice to have

• Project Management Professional (PMP) or similar certification.
• Experience supporting Client Support, CX Operations, or Sales organizations.
• Experience with business intelligence tools such as Databricks or Sigma.

Culture & Benefits

• Remote work arrangement.
• Medical, dental, vision, life, and disability insurance.
• Flexible paid time off and paid holidays.
• 401(k) plan with company match.
• Background check, credit check, and drug test are part of the offer process.