# Senior Customer Experience Operations Manager

**Company:** [Hover](https://hotfix.jobs/companies/hover)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Salary:** $135k – $167k/yr
**Experience:** 6+ years
**Skills:** Customer Experience Operations, Bpo Management, Workforce Planning, Vendor Management, Kpi Management, Budget Management, Knowledge Management, Intercom, Guru, Artificial Intelligence, ChatGPT, Claude, Reporting Dashboards, Quality Assurance
**Posted:** 2026-08-06

> Leads Hover’s outsourced inbound Customer Experience operation, owning KPIs, workforce planning, vendor relationships, budgets, and the transition to AI-first human-in-the-loop workflows. The role requires 6+ years in customer experience or operations and at least 2 years managing BPO teams.

## Job Description

## 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.

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