Director of Customer Experience

Location: New York City Metropolitan Area; based in the NYC office with in-person attendance 3 or more days per week

Company

hirify.global is a food delivery software platform serving restaurant customers.

What you will do

• Unify Customer Success and Support into one customer experience function and own retention, health scores, and client outcomes.
• Lead regional teams and managers while building regional playbooks and structures for expansion into new markets.
• Build customer health scoring systems and the client-data views that guide retention and business decisions.
• Partner with Product to qualify features, shape releases, and bring customer feedback into product planning.
• Build and deploy dashboards, AI automations, and operational systems independently without relying on R&D resources.
• Partner with Sales across the customer lifecycle and personally handle high-stakes accounts, escalations, and crisis situations.

Requirements

• 6–10 years of experience in Customer Success, Customer Experience, or Support leadership, including 4–6 years leading teams and managers.
• Experience with SMB customers in a high-pressure operational environment; restaurant, food delivery, or food tech experience is strongly preferred.
• Experience building customer health scoring systems and working with complete client data sets.
• Hands-on experience partnering with Product, qualifying features, shaping releases, and evaluating product decisions.
• Hands-on AI builder experience, including personally building and shipping automations, plus strong SQL skills.
• Ability to work strategically and tactically, manage after-hours operational demands, and scale customer-function output without linear headcount growth.

Nice to have

• Experience managing regional managers or multi-region structures.
• Startup experience with strong operational intensity, such as restaurant or food-tech operators.
• Deep familiarity with the food delivery product landscape.

Culture & Benefits

• Hybrid work environment with a high-urgency, outcome-driven operating style.
• Competitive compensation package including equity.
• Company-sponsored health, dental, vision, and mental health insurance.
• Paid parental leave and responsible paid time off policy.
• Direct access to the CEO and a cross-functional mandate spanning customer experience, Product, and Sales.