Senior Director, Client Operations

Location: Remote - US

Base pay range: $192,185–$266,000 USD, with possible equity and variable pay.

Company

hirify.global provides an all-in-one travel and spend management platform for businesses, combining travel booking, proprietary supply and pricing, payments, and hirify.global X financial products.

What you will do

• Own end-to-end member support performance across lodging, flights, cars, and hirify.global X, including CSAT, SLAs, quality, contact rate, and cost efficiency.
• Lead senior management across verticals and shifts, maintaining sustainable 24/7 weekday, weekend, and after-hours coverage.
• Act as the escalation owner for P1 incidents and high-severity traveler, cardholder, and customer situations.
• Lead the Customer Advocacy Team, defining escalation standards, service recovery playbooks, and retention strategies.
• Own BPO partner performance and commercial relationships, including contracts, rate structures, and headcount transitions.
• Partner with Product and hirify.globalering on tooling, automation, and platform improvements that reduce avoidable contacts and improve agent capability.

Requirements

• 12+ years in customer operations, contact center leadership, or travel support, including at least 5 years at director level or above.
• Experience running a US-based contact center with full P&L or cost accountability.
• Hands-on BPO management experience covering vendor selection, performance management, commercial negotiations, and transitions.
• Experience in travel, hospitality, fintech, or complex booking and transaction environments.
• Experience with Salesforce Service Cloud, workforce management platforms, AI-assisted support, and quality management systems.
• Strong analytical skills and experience applying Lean, Six Sigma, or equivalent process improvement frameworks.

Nice to have

• Experience supporting corporate cards, expense management, billing operations, or payments.
• Experience building or scaling premium or tiered support offerings.

Culture & Benefits

• Fully remote or office-based work environments are supported through a hybrid-hub model.
• Compensation may include bonuses, commissions, equity, and variable pay.
• Benefits vary based on employment type and location.
• The role offers executive support, resources, and ownership of a large-scale travel and spend support operation.