Harri · 3 weeks ago
VP of Global Customer Support Transformation
New York, NY
Full-time
Onsite
Lead/Staff, Director/Executive
$175K/yr - $225K/yr
5+ years expHarri is a pioneering workforce management platform dedicated to the services vertical, focused on revolutionizing the hospitality industry with innovative technology solutions. The VP of Global Customer Support Transformation will lead worldwide support operations, emphasizing strategy and the integration of AI to enhance customer experience.
HospitalityHuman ResourcesRecruitingSaaSSoftware
Responsibilities
Define AI-First Strategy & Vision: Execute the roadmap for integrating Agentic AI as the primary layer of support, identifying high-volume tasks for autonomous resolution
Lead Solution Design: Oversee the deployment of production-grade agentic AI solutions across connected systems like Salesforce, Zendesk, and our Customer Insights Platform
Orchestrate Human-AI Collaboration: Redefine the role of human agents to focus on complex, high-empathy interactions and 'human-in-the-loop' (HIL) guidance
Manage Global Strategy & Operations: Standardize processes across North America and the UK, managing workforce planning and fostering a customer-first culture
Establish Governance & Risk Management: Implement frameworks to ensure AI actions are accurate, compliant, and transparent, preventing hallucinations and ensuring data privacy
Optimize Performance: Shift the needle from traditional metrics (AHT) to new KPIs such as AI containment rates and intervention effectiveness
Drive Cross-Functional Collaboration: Serve as the SME on Agentic AI, working with Sales, Product, and Engineering to integrate AI into end-to-end customer journeys
Qualification
Required
5+ years in a leadership role within customer service/operations; proven ability to lead and scale globally distributed organizations
Deep understanding of Large Language Models (LLMs) and hands-on experience with frameworks such as LangChain, N8N, Vertex, or OpenAI
Strong understanding of conversational design, prompt engineering, and integrating AI with complex enterprise systems via APIs
Exceptional skills in interpreting data to optimize both human and AI performance and identify patterns for continuous improvement
Excellent communication skills to inspire teams and build trust in a new human-AI hybrid operational model
Ability to design complex, integrated customer journeys that balance technical rigor with commercial results
Benefits
Generous Paid Time Off (PTO)
Comprehensive health, dental, and vision insurance plans available
Opportunities for professional development and career growth in a rapidly expanding global company at the forefront of AI innovation
Company
Harri
Harri is a cloud-based talent and workforce management platform designed for the hospitality industry.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$112.2MKey Investors
Atalaya CapitalGolub Capital
2023-10-10Series B· $43M
2022-03-01Series A· $6.3M
2021-08-31Series Unknown· $30M
Leadership Team
Luke Fryer
Founder & CEO
Anas Najjar
Director of Android team
Recent News
Company data provided by crunchbase