Senior Director of Digital Technology for Customer Support (AI)

Location: Spring, Texas, United States of America; relocation available. Travel: 25%.

Salary: $210,150–$320,250 USD annually, with additional bonus and/or equity opportunities for candidates in the United States.

Company

hirify.global develops technology products and services and operates customer support environments that require scalable digital platforms and enterprise transformation.

What you will do

• Develop and execute the digital technology strategy for customer support, including scalability, AI enablement, and improved customer and agent experiences.
• Lead teams responsible for customer support technology products and sub-domains across product management, solution management, architecture, and business engagement.
• Partner with stakeholders to translate operational requirements into technology priorities and support adoption and organizational readiness.
• Oversee omnichannel support, workflow orchestration, self-service, CCaaS, CRM, and AI-enabled capabilities.
• Manage portfolio performance, value realization, cost, compliance, security, resilience, and continuous improvement.
• Coordinate with delivery, Data & AI, operations, security, UI/UX, FinOps, change management, and governance teams.

Requirements

• Graduate degree in Computer Science, Information Technology, Business Administration, Engineering, or a related field; a master’s degree or MBA is preferred.
• At least 10 years of progressive experience in customer support technology, contact center operations, digital transformation, CRM modernization, or enterprise customer engagement.
• Hands-on experience with digital support operations, omnichannel service models, CCaaS and CRM platforms, and AI-enabled capabilities.
• Experience leading large-scale transformation initiatives, complex programs, and cross-functional teams across global or multi-site environments.
• Knowledge of compliance frameworks, data privacy, and data residency requirements in customer-facing operations.
• Strong stakeholder management, change leadership, analytical, communication, and senior-level influencing skills.

Nice to have

• Multilingual capabilities and experience managing international teams.
• Certification in project management, Agile, or ITIL, such as PMP or PRINCE2.
• Master’s degree or MBA.

Culture & Benefits

• Opportunity to lead technology transformation across customer support and contact center environments.
• Additional compensation opportunities through bonus and/or equity.
• Work involves collaboration across product, technology, operations, security, data, and governance functions.
• Equal employment opportunity is provided in accordance with applicable law.