Senior Customer Experience Operations Manager

📋 Description

• Own the operational engine behind Hover's Inbound CX, accountable for core KPIs across ~80% of
• Lead a ~50-person BPO team across three countries, coordinating with site leadership and workforce
• Drive AI-first triage transition, training reps on human-in-the-loop workflows and flag tooling gaps
• Own budget discipline, headcount planning, vendor cost management, and incentive design
• Co-own knowledge management and QA feedback with CX leadership to improve support quality

🎯 Requirements

• 6+ years in Customer Experience or Operations Manager roles, with 2+ years directly managing
• Proven track record hitting operational KPIs (FRT, CSAT, QA, ORT, etc.) at meaningful scale
• Experience owning a budget and balancing cost against quality
• Knowledge management experience or collaboration with PMM/Enablement to scale support content
• Strong relationship-building skills; steward of long-term BPO partnerships and culture
• Experience with modern tooling (Intercom, Guru) and AI tools (Claude, ChatGPT) for pattern analysis

🎁 Benefits

• Competitive salary and meaningful equity
• Comprehensive healthcare coverage for you and dependents
• Unlimited paid time off and flexible vacation
• Paid family leave and generous parental leave
• Self-care days and remote wellbeing resources
• Learning support for management training and certifications