Enterprise Customer Success Manager

Hover.to • New York, NY

43d • Hybrid

About The Position

As Head of Production Operations, you'll lead the evolution of Hover's production engine as a human-AI system, combining people, tools, and automation to scale high-fidelity computer vision workflows. This isn't just about managing process; it's about designing an adaptive, intelligent operational stack that improves with every data point and model interaction. You'll architect how humans and AI work together efficiently, build cost-effective systems that learn over time, and ensure our operations can flex and scale with product velocity. Your work will directly shape the performance, quality, and strategic value of Hover's platform across multiple industries. This is a high-impact, cross-functional role that sits at the intersection of technology, people, and operational excellence. You'll be responsible for designing and evolving a production pipeline capable of supporting our rapidly expanding customer and product base. You'll look for every opportunity-from micro-optimizations to step-change innovations-to improve how we operate, scale, and deliver value. This role owns a major line of spend on the company P&L and has direct impact on the performance, trust, and growth of the Hover platform.

Requirements

• 10-15+ years leading high-scale, tech-enabled operations or management consultant or strategy roles, with a track record of building systems at scale in fast-paced environments
• Proven success managing large, distributed teams and overseeing complex global operations with high precision and accountability
• Ownership of significant P&L and operating budgets, with consistent delivery on cost, quality, and throughput goals
• Deeply analytical and process-oriented, with experience running highly instrumented workflows and partnering closely with analytics and data science teams
• AI-first operating mindset-able to design workflows that scale with automation, improve model performance, and evolve through human-AI feedback loops
• Equally comfortable at 10,000 feet and in the weeds-able to define long-term strategy while staying grounded in day-to-day execution
• Exceptional communicator and cross-functional leader, credible with execs, vendors, and technical stakeholders alike

Nice To Haves

• Experience with 3D, mapping, or computer vision pipelines is a strong plus, but not a requirement

Responsibilities

• Operational Leadership & Workforce Management
• Own workforce models across sites, vendors, and product lines-ensuring we're optimized for both steady-state and peak operations.
• Manage real-time pipeline health and proactively address bottlenecks, rebalancing resources dynamically to meet SLAs.
• Channel excess capacity toward high-leverage initiatives to unlock business value.
• Design and evolve Hover's global operating structure to support growth while maintaining speed, quality, and cost efficiency.
• Innovation & AI-First Workflow Design
• Design and evolve operations that scale with AI-optimizing for human-AI collaboration, automation, and continuous model improvement.
• Drive innovation across the production pipeline, from tooling improvements to entirely new workflows for emerging products and verticals.
• Partner with Product, and Engineering to align on roadmap priorities, pilot new capabilities, and close the loop between operations and model performance.
• Treat operations as a product-instrumented, adaptive, and built to deliver quality at scale with lower marginal cost.
• Accuracy & Customer Trust
• Be the internal and external authority on Hover accuracy, supporting marketing claims, and reinforcing our quality narrative with datanDrive accuracy improvements through pilots, feedback loops, and new initiatives
• Strategic & Financial Planning
• Lead multi-horizon planning across the Ops function, including long-term strategic vision, annual budgets, and quarterly execution plans.
• Partner with Finance and Legal on vendor contracts, renewals, invoicing, and cost management across the production stack.
• Manage a significant operational spend on the P&L, aligning performance with company growth targets and cost discipline.
• Vendor & BPO (off-shore) Partner Management
• Serve as the senior point of contact for our global BPO network, managing vendor relationships, setting quarterly goals, and ensuring accountability at the leadership and account management levels. Some international travel will be required.
• Team Leadership & Capability Building
• Manage and mentor a high-performing team of 10+ Hover employees across key operational domainsnBuild a world-class operations organization by hiring, coaching, and developing talent at all levels.
• Foster a culture of execution, learning, and excellence-aligned to Hover's values and ambition.

Benefits

• 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 worku002Flife 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, meditationu002F 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: No Education Listed
• Number of Employees: 251-500 employees