Head of TEM Operations & AI Delivery (AI)

Location: Remote, Canada

Compensation: $105,000–$115,000

Company

hirify.global provides enterprise software that unifies and contextualizes knowledge, content, and data, including Cimpl, its telecom and managed mobility expense platform.

What you will do

• Own the operational and delivery engine for Cimpl’s largest enterprise accounts in partnership with Customer Success.
• Maintain internal and customer-facing SLA standards, account health visibility, and operational performance.
• Reinvent the managed-services delivery model with Product Management, deciding which work to automate and where human judgment adds value.
• Implement practical AI and automation use cases, including invoice and inventory reconciliation, anomaly and dispute detection, data validation, and agent-assisted account handling.
• Lead Customer Support, resolve issues end to end, identify root causes, and coordinate recurring issue resolution with Support, Product, and Customer Success.
• Build operational dashboards and standardize procedures so service quality scales with the customer base and automation footprint.

Requirements

• Experience in Telecom Expense Management, Managed Mobility Services, or a closely related operational or telecom domain.
• Track record of owning SLAs and operational metrics with accountability for customer retention or account health.
• Experience supporting or managing enterprise-level customer relationships, preferably in a concentrated, high-value portfolio.
• Ability to identify inefficiencies, drive process change, and understand how a SaaS or operational platform such as Cimpl functions.
• Strong communication, organization, attention to detail, and ownership of outcomes in a fast-paced operational environment.

Nice to have

• Hands-on experience with a TEM or telecom management platform.
• Experience managing or mentoring a small operations or managed-services team.
• Familiarity with workflow automation, RPA, or AI-assisted operations tooling.
• Exposure to enterprise renewal and expansion motions alongside operations.

Culture & Benefits

• Remote-first operating model.
• Collaborative, creative, and growth-oriented global work environment.
• Opportunity to challenge established managed-services practices and build AI-centered operational solutions.