Group Manager, Operational System Capabilities

Location: San Diego, California, United States

Base pay: $190,000–$257,000 per year, with potential cash bonus, equity rewards, and benefits.

Company

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

What you will do

• Define and drive the multi-year vision and roadmap for workforce management and contact routing capabilities.
• Own platform health in production, including SLAs, defect reduction, monitoring, observability, change governance, and operational metrics.
• Frame ambiguous operational problems, lead solution design and design reviews, and guide build-versus-configure decisions through deployment and validation.
• Partner with data science teams on forecasting, optimization, scenario modeling, expert-hour allocation, and real-time operational automation.
• Build standardized, routable, SLA-clocked back-office work orchestration capabilities.
• Lead and develop Business Systems Analysts while coordinating outcomes across operations, engineering, product management, and workforce management teams.

Requirements

• 10+ years of experience in operations technology, contact center platforms, workforce management, or large-scale service operations.
• 5+ years leading teams, preferably including other leaders.
• Deep expertise in workforce management and/or enterprise-scale contact routing and orchestration.
• Experience building reusable platform capabilities across multiple business units or use cases; Amazon Connect-class systems are strongly preferred.
• Fluency in forecasting methodologies, optimization techniques, and simulation or scenario modeling, with the ability to challenge data science work.
• Experience in business systems analysis, systems integration, requirements development, solution design, testing, AI-enabled operational capabilities, roadmap definition, and executive communication.

Nice to have

• Experience leading leaders.
• MBA or another advanced degree.
• Experience with Amazon Connect-class operational systems.

Culture & Benefits

• Work in a highly matrixed environment with operations, engineering, product, and data science partners.
• Lead a team using AI-assisted analysis, requirements development, and testing.
• Competitive compensation with pay-for-performance rewards.
• Potential eligibility for cash bonus, equity rewards, and employee benefits.