Senior Customer Experience Operations Manager
About The Position
Hover's Inbound Customer Experience team is one of the company's most consistently recognized differentiators — and we're looking for a leader who can run it with equal parts rigor and empathy. You'll take the reins of an operation that's already thriving: a ~50-person BPO team across three countries with strong tenure, strong culture, and a track record customers love. But you're not just here to maintain it — you're 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.
Requirements
- 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 you're 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.
Responsibilities
- Own the operational engine behind Hover's 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.
- 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.
- Drive workforce planning and staffing across sites and shifts, own budget and incentive design, and co-own the accuracy of Hover's knowledge base and QA feedback loop in partnership with other CX leaders.
- As Hover shifts to AI-first triage in chat and email, you'll 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.
- 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 team's 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
