Director, Global Technical Care Delivery (AI)

Location: San Diego, California or Mountain View, California

Base pay: $212,500–$287,500 in San Diego; $245,000–$331,500 in Mountain View. The package may also include a cash bonus, equity rewards, and benefits.

Company

hirify.global is a global financial technology platform serving approximately 100 million customers through products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead the global employee technology care experience for 50,000+ workers, including IT care, executive and C-suite support, onboarding, endpoint and asset lifecycle, Legal Hold services, Live Expert support, and company events.
• Launch and scale Help@hirify.global as an AI-first support front door across Technology, People & Places, and Finance, with omnichannel escalation to human experts.
• Operationalize AI- and telemetry-driven self-healing across 80K+ devices, including predictive monitoring and silent remediation campaigns.
• Build the Claude Cowork internal workflow consulting service, including its service catalog, intake process, SLA, consultant team, and Claude Skills Library.
• Develop tiered human care capabilities, advanced diagnostics, executive support, video support, and AI-driven analysis of contact drivers.
• Automate asset lifecycle workflows, lead workforce transformation, deliver special programs, and provide technology and AV support for executive and large-scale global events.

Requirements

• 12+ years of progressive technology leadership experience.
• 5+ years leading global support, service delivery, or technology operations at scale.
• Experience managing large blended organizations of employees and contractors across multiple geographies.
• Proven success transforming reactive support into proactive, automated services while maintaining high employee satisfaction.
• Strong experience with AI, virtual agents, endpoint automation, self-healing technology, C-suite support, financial management, and vendor management.
• Deep familiarity with ServiceNow, endpoint platforms, and modern IT service management.

Nice to have

• Fortune 500 experience.
• Experience with Claude, Copilot, or enterprise GenAI platforms.
• Asset lifecycle and field workforce support experience.
• ITIL v4, Lean, Six Sigma, or an MBA.

Culture & Benefits

• Lead an AI-first transformation of enterprise technology care with visibility across the CIO, CTO, and C-suite ecosystem.
• Competitive compensation with performance-based rewards.
• Potential eligibility for cash bonus, equity rewards, and employee benefits.
• Operate with an emphasis on proactive dashboards, asynchronous workflows, strategic growth, and AI fluency.