Director of Customer Experience (AI)

Location: Remote, associated with Watsonville, CA

Salary: $136,000–$158,000 per year

Company

hirify.global develops and sells nutritional products through direct-to-consumer, business-to-business, and business-to-consumer channels.

What you will do

• Lead customer service strategy, service standards, KPIs, and continuous improvement across phone, email, social media, live chat, and online channels.
• Oversee the SAP order journey from order placement through fulfillment, delivery, and post-sales support.
• Design and execute a consistent omnichannel customer journey across natural, professional, marketplace, web, and international channels.
• Develop scalable standard operating procedures, workforce plans, resource allocation, and capacity management.
• Lead, coach, and develop the Customer Service team while building leadership frameworks and career paths.
• Partner with Sales, Finance, Product Development, Marketing, and Operations to improve service, profitability, and customer engagement.

Requirements

• Extensive experience leading and managing operational customer service teams.
• Advanced SAP proficiency and operational understanding of order-to-cash processing, inventory availability, order tracking, and fulfillment exceptions.
• Experience leading and optimizing enterprise customer-facing ticketing and support platforms.
• Experience implementing, optimizing, and training teams on customer service technologies and software.
• Senior-level strategic management or relationship management experience, including developing OKRs and KPIs and exceeding targets.
• Bachelor’s degree in business or a related field, or equivalent experience, plus at least five years of related customer service leadership experience.

Culture & Benefits

• Leadership expectations include integrity, accountability, transparent communication, collaboration, initiative, and critical thinking.
• Emphasis on coaching, mentoring, feedback, and continuous team development.
• Focus on using technology, AI, automation, and process improvement to maintain operational efficiency and healthy margins.
• Work arrangement is remote.