Senior Customer Experience Operations Manager (AI Team)

Hover • San Francisco, CA

16h • Hybrid

About The Position

Hover is seeking a Senior Customer Experience Operations Manager to join their AI Team. This role is a unique opportunity to build and lead the 'agent team' alongside human specialist teams, aiming to scale customer experience through AI. The goal is to have AI handle over 50% of total case volume within two years, allowing human agents to focus on complex issues. The position involves defining the automation roadmap, building AI-powered systems, and managing end-to-end bot operations, including prompt refinement, escalation logic, and QA calibration. The role also requires designing human-in-the-loop workflows, building knowledge infrastructure, leading LLM tooling strategy, defining AI performance KPIs, and acting as a liaison between CX, Engineering, GTM Systems, and Analytics. The successful candidate will enable BPO and US Specialist teams to work effectively with AI tools through training and documentation.

Requirements

• 4+ years of experience in Customer Experience, Support, or Operations
• Day to day building experience with complex AI/LLM powered workflows – prompt and context engineering, data structures, knowledge management, integrations, evaluations, etc.
• Deep experience in the ‘customer support’ world, whether having been a rep yourself, led teams of reps, or partnered extensively for years in a closely supporting manner (engineering, analytics, operations, etc.)
• Experience navigating systems integrations, including comfort working with APIs, webhooks, and the connective tissue between SaaS platforms
• Hands-on QA and Eval experience — you know what good looks like, you can define rubrics, and you can calibrate teams against them
• Data fluency & analytical toolkit — comfortable pulling reports, defining metrics, and using data to make the case for what to build next
• Strong communication skills — you can explain AI systems and their tradeoffs to non-technical stakeholders, and you work fluidly across CX, Engineering, and BizOps

Nice To Haves

• Direct experience with Intercom, Fin bot, or similar AI-first support platforms
• Experience with Guru or similar internal knowledge tools
• Background in BPO or offshore CX environments
• Familiarity with Salesforce as a data source for CX routing and personalization

Responsibilities

• Own the team’s customer-facing agentic bot end-to-end: prompt refinement, escalation logic, routing rules, and ongoing QA calibration
• Design and iterate on human-in-the-loop (HITL) workflows that combine AI-drafted responses with rep review and editing
• Build and maintain Hover's knowledge infrastructure: Guru internal KB, AI-ready support articles, BPO onboarding materials, and documentation standards
• Lead LLM tooling strategy for CX: evaluate tools, configure integrations, and deploy solutions that improve response quality and reduce manual effort
• Define, instrument, and report on all AI performance KPIs: deflection rate, AI CSAT, escalation accuracy, HITL quality score, and KB coverage
• Act as the connective layer across CX, Engineering, GTM Systems, and Analytics—translating customer needs into scalable AI systems
• Enable BPO and US Specialist teams to work effectively alongside AI tools — training, documentation, and ongoing calibration

Benefits

• Competitive salary and meaningful equity in a fast-growing company
• Comprehensive medical, dental, and vision coverage for you and dependents
• Unlimited and flexible vacation policy
• Generous paid parental and new child bonding leave
• A day set aside each month to allow employees to recharge
• Recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• 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: Senior
• Education Level: No Education Listed