Senior Customer Experience Operations Manager

Responsibilities

• Own core operational KPIs—including First Response Time (FRT), Overall Resolution Time (ORT), Customer Satisfaction (CSAT), and Quality Assurance (QA)—across approximately 80% of inbound volume on every channel.
• Run day-to-day BPO operational health across three countries, including vendor relationships, workforce planning, and labor-compliance ownership.
• Lead the BPO team’s transition to AI-first, human-in-the-loop support workflows.
• Own budget discipline, including headcount planning, vendor cost management, and incentive design.
• Co-own knowledge management and the QA feedback loop with other Customer Experience leaders.
• Partner with BPO site leadership, workforce managers, and team leads to identify issues, course-correct in real time, and maintain queue health.
• Drive staffing across sites and shifts and use AI tools to build and maintain operational reporting and dashboards.
• Partner with Systems and Data teams to improve customer context and support tooling.

Requirements

• 6+ years of experience in Customer Experience and/or Operations Manager roles.
• At least 2 years of direct experience managing outsourced BPO teams, ideally across multiple countries or vendor sites.
• Track record of owning and achieving operational KPIs such as FRT, CSAT, QA, ORT, or FCR at meaningful scale.
• Experience setting strategic KPIs that improve customer experience.
• Experience managing budgets, headcount planning, vendor costs, and incentive design.
• Experience with knowledge management and/or partnering with Product Marketing or Enablement teams to build support documentation at scale.
• Strong relationship-building skills and experience stewarding long-term BPO partnerships.
• Experience with modern support tooling and hands-on use of AI tools to analyze patterns, support workforce management, and build training or knowledge content.

Nice-to-Haves

• Experience managing BPO operations across the Philippines, Colombia, Guatemala, or other LATAM/APAC support hubs.
• Experience operating in a company shifting support volume to AI-first or agentic workflows.
• Experience in insurance, construction, or another regulated or high-trust industry.

Compensation and Benefits

• Base salary range: $135,000–$167,000 annually.
• Meaningful equity.
• Comprehensive medical, dental, and vision coverage for employees and dependents.
• Unlimited and flexible paid time off.
• Paid parental and new-child bonding leave.
• Monthly self-care days.
• Fitness classes, meditation and mindfulness tools, virtual therapy, and family planning assistance.
• Coverage for management training, conferences, workshops, or certifications.
• Hybrid employees within 50 miles of a Hover hub are expected to work from the local office at least three times per week.