Senior Operations Manager

Hover • San Francisco, CA

54d • $148,000 - $183,000 • Hybrid

About The Position

Hover is looking for an Operations Lead who will drive high-impact operational initiatives that support our ability to deliver exceptional product and fulfillment outcomes to our customers. You will work cross-functionally with Product, Engineering, Sales, Customer Success, Finance, and global production partners to launch and scale new operational workflows that directly impact customer experience and business growth.
You will own a slice of our operational excellence roadmap and OKRs. You will source, scope, and prioritize your own initiatives as well as work through their end-to-end implementation. Your voice matters – you will drive your projects from the full cycle of ideation through execution and drive tangible operational impact.
This role presents the unique opportunity to build and own the operational foundation for supporting the needs of our largest enterprise clients.You’ll lead the development of workflows, quality audit systems, SLAs, dashboards, escalation paths, and operational processes that will help strengthen the relationships with our partners over time.
The Operations Team supports Hover’s growth by consistently delivering high-quality products while reducing inefficiencies and operational friction. We are also responsible for pushing the boundaries of our data and production capabilities to support Hover’s mission of digitizing the world’s physical structures.

Requirements

• 5-8 years of experience in operations, management consulting, strategy & operations, analytics, product operations, marketplace operations, consulting-to-tech, fulfillment/logistics operations, or similar fast-paced operational environments
• Strong analytical and problem-solving skills with hands-on experience working with operational data, driving insights, and leading strategic projects end-to-end through implementation
• Experience using Tableau, LookML, Snowflake, SQL or equivalent analytical tools to investigate operational issues and drive decision-making
• Experience building SOPs, dashboards, monitoring KPIs, and improving operational workflows
• Proven ability to drive cross-functional initiatives and influence stakeholders without formal authority
• Excellent written and verbal communication skills, with the ability to communicate effectively across technical and non-technical audiences
• Comfort operating in ambiguity and building structure where processes are still evolving
• A collaborative, low-ego working style with strong ownership mentality and bias toward action

Nice To Haves

• Experience launching new products or operational workflows from scratch
• Experience working with BPO or HITL (human-in-the-loop) production environments
• Experience with marketplace operations, fulfillment operations, or computer vision/image-processing workflows
• Experience managing enterprise SLAs or large-scale operational quality systems
• Experience coding with Python, Machine Learning, Javascript, familiarity with APIs

Responsibilities

• Owning the operational launch and ongoing health of a new product pipeline, including BPO workflows, training, quality systems, and SLA management
• Monitoring operational performance through dashboards and data analysis, identifying leading indicators and resolving issues before they impact customers
• Building and improving operational playbooks, SOPs, QA sampling strategies, escalation paths, and performance benchmarks
• Partnering closely with Engineering and Product to improve tooling, troubleshoot workflow issues, and ensure operational scalability
• Working with international BPO partners to drive quality, throughput, training, and operational excellence across multiple regions
• Managing operational budgets, forecasting needs, monitoring expenditures, and identifying opportunities for efficiency improvements and cost optimization
• Driving cross-functional initiatives from ideation through implementation while balancing speed, quality, and customer impact
• Breaking down complex operational problems, mapping dependencies, and using data to inform decisions and prioritize solutions
• Identifying and implementing both incremental and large-scale process improvements that improve quality, turnaround time, and operational efficiency
• Operating with a strong bias toward action and independently driving projects in ambiguous, fast-moving environments

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
• Continued education support for management training, conferences, workshops, or certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed