Field Enablement & Operations Manager (AI)

Location: Hybrid in Irvine, California, United States. Candidates must have valid authorization to work in the U.S.

Salary: $119,000–$200,000 per year, plus potential discretionary bonuses and incentives.

Company

hirify.global develops inflight entertainment and connectivity products, including movies, games, Wi-Fi, and Bluetooth headphone connectivity.

What you will do

• Build trusted operational reports, dashboards, leadership reviews, customer-facing inputs, and decision-support views for Global Customer Support Field Engineering.
• Lead complex field investigations by defining scope, affected populations, evidence confidence, ownership, recommended actions, and analytical playbooks.
• Apply AI and machine-learning techniques to detect patterns, support root-cause analysis, and prioritize field risks.
• Develop reusable frameworks, prompts, guides, training, onboarding, office hours, and self-service tools that improve field enablement and responsible AI adoption.
• Standardize intake, prioritization, escalation, KPIs, scorecards, review cadences, closure mechanisms, and governance for systemic field issues and AI-enabled workflows.
• Coordinate with customer support, engineering, product, incident management, service, operations, data, and AI stakeholders to drive field-to-product closure.

Requirements

• 8+ years of progressively responsible experience in technical operations, field engineering, analytics, reliability, customer support, or performance improvement.
• Bachelor’s degree in a relevant discipline or an equivalent combination of education and substantial applicable experience.
• Advanced knowledge of operational intelligence, technical investigations, performance measurement, customer support operations, data quality, governance, and evidence traceability.
• Hands-on proficiency with SQL and Python, complex operational data, business intelligence, analytics, and cloud-based data platforms.
• Experience with AWS or an equivalent cloud data platform, APIs, workflow automation, and modern reporting environments.
• Experience applying generative AI, LLMs, copilots, or agentic AI workflows in enterprise operational reporting, investigations, knowledge management, or decision support.

Culture & Benefits

• Principles include contribution to society, fairness and honesty, cooperation, continuous improvement, courtesy, adaptability, and gratitude.
• Flexible paid time off for exempt salaried employees and company-paid holidays.
• Medical, dental, vision, life, disability, FSA, HSA, wellness, counseling, and insurance benefits.
• 401(k) with a 50% match on contributions up to 8%, fully vested from day one.
• Additional offerings include education assistance, commuter benefits, legal assistance, pet insurance, and an employee purchase program.