Director of Customer Experience (SaaS/Food Tech)

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

Company

hirify.global provides a platform for restaurants in the food delivery domain.

What you will do

• Lead and develop a unified Customer Experience function combining Customer Success and Support, including direct management of regional managers.
• Own retention, customer health scores, client experience, and the end-to-end customer journey from onboarding through success and support.
• Build regional playbooks and management structures while expanding into new markets.
• Partner with Product to qualify features, shape releases, assess product quality, and incorporate client data and feedback into product planning.
• Build, deploy, and iterate on dashboards, systems, automations, and AI tools independently of R&D resources.
• Partner with Sales to align client expectations throughout 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 regional or other managers.
• Experience with SMB customers in a high-pressure, fast-moving operational environment; restaurant, food delivery, or food tech experience is strongly preferred, while other high-pressure industries are acceptable.
• SaaS-only experience without operational intensity is not suitable for this role.
• Proven experience building customer health scoring systems and working with complete client data sets.
• Direct experience partnering with Product to qualify features, shape releases, and evaluate the product in depth.
• Ability to set strategy and execute hands-on, with a data-driven approach to measuring initiatives.
• Ability to independently build dashboards, automations, and regional playbooks without relying on engineering resources.
• Hands-on experience personally building and shipping AI automations, plus strong SQL skills and the ability to write and run queries.
• Comfort with after-hours, high-stakes operational demands and a track record of scaling customer-function output without proportional headcount growth.

Nice to have

• Experience managing regional managers or a multi-region structure.
• Experience at a startup with strong operational intensity, such as a fast-paced restaurant or food-tech operator.
• Deep familiarity with the food delivery product landscape.

Culture & Benefits

• High-urgency environment where process, speed, ownership, and outcome-driven problem-solving are emphasized.
• Direct access to the CEO and a cross-functional mandate across Customer Experience, Product, and Sales.
• Hybrid work environment.
• Competitive compensation package including equity.
• Company-sponsored health, dental, vision, and mental health insurance, plus paid parental leave and paid time off.