Senior Customer Experience Operations Manager

Hover helps people design improve and protect the properties they love. With proprietary AI built on over a decade of real property data Hover answers age-old questions like What will it look like and What will it cost Homeowners contractors and insurance professionals rely on Hover to get fully measured accurate and interactive 3D models of any property all from a smartphone scan in minutes.

At Hover were driven by curiosity purpose and a shared commitment to serving our customers communities and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive high-performance culture that inspires growth accountability and excellence. Backed by leading investors like Google Ventures and Menlo Ventures and trusted by industry leaders including Travelers State Farm and Nationwide were redefining how people understand and interact with their spaces.

Hovers Inbound Customer Experience team is one of the companys most consistently recognized differentiators and were looking for a leader who can run it with equal parts rigor and empathy. Youll take the reins of an operation thats already thriving: a 50-person BPO team across three countries with strong tenure strong culture and a track record customers love. But youre not just here to maintain it youre here to lead it through its next chapter as AI absorbs more transactional volume and the remaining work shifts toward judgment critical thinking and human-in-the-loop review. This is a rare combination: a proven high-functioning team to inherit real ownership over its evolution and a direct hand in shaping what great support looks like as the industry changes around you.

Youll own the operational engine behind Hovers Inbound Customer Experience team holding the BPO organization accountable for the KPIs that define great support First Response Time Overall Resolution Time CSAT and QA across roughly 80% of inbound conversations on every channel. Youll manage the day-to-day health of the outsourced operation hands-on partnering directly with BPO site leadership workforce managers and team leads to flag issues course-correct in real time and keep queues moving all while protecting the strong culture Hover has built with its BPO partners over years. Youll drive workforce planning and staffing across sites and shifts own budget and incentive design and co-own the accuracy of Hovers knowledge base and QA feedback loop in partnership with other CX leaders. As Hover shifts to AI-first triage in chat and email youll lead the BPO team through that transition training reps on new human-in-the-loop workflows flagging where tooling falls short and partnering with Systems and Data teams to get customer context in front of reps faster. Youll also use AI tools to build and maintain the reporting and dashboards that keep queue health visible.

• Own core operational KPIs (FRT ORT CSAT QA) across 80% of inbound volume on every channel
• Run day-to-day BPO operational health across three countries vendor relationship workforce planning and labor-compliance ownership
• Lead the BPO teams transition to AI-first human-in-the-loop support workflows
• Own budget discipline: headcount planning vendor cost management and incentive design
• Co-own knowledge management and the QA feedback loop with fellow CX leaders

• 6 years in Customer Experience and/or Operations Manager roles including at least 2 years directly managing outsourced (BPO) teams ideally across multiple countries or vendor sites
• A track record of owning and hitting operational KPIs (FRT CSAT QA ORT FCR or equivalents) at meaningful scale with a point of view on setting strategic KPIs that improve the customer experience
• Comfort owning a budget headcount planning vendor cost management and incentive design with the judgment to balance cost against quality
• Experience with knowledge management and/or partnering with PMM or Enablement functions to build support documentation at scale
• Strong relationship-building instincts; you see a BPO partnership as a relationship built over years and youre a steward of that culture not just its KPIs
• Experience with modern support tooling (e.g. Intercom Guru or equivalent) and hands-on use of AI tools (e.g. Claude ChatGPT) to analyze patterns support workforce management and build training or knowledge content

Nice-to-Haves

• Experience managing BPO operations specifically across the Philippines Colombia and/or Guatemala or other LATAM/APAC support hubs
• Prior experience operating in a company actively shifting support volume to AI-first/agentic workflows
• Experience in insurance construction or another regulated/high-trust vertical

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical dental and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
• Remote Wellbeing Resources - We provide recurring fitness classes meditation/ mindfulness tools virtual therapy and family planning assistance
• Learning - We encourage continued education and will help cover the cost of management training conferences workshops or certifications

Hover has Hubs in San Francisco and New York City where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. At this time Hover is not considering fully remote roles.

The US base salary range for this full-time position is $135000-$167000 annually. Our salary ranges are determined by role level and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all applicable US locations. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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