Senior Customer Experience Operations Manager at Hover

Hover is hiring an Inbound Customer Experience Operations Manager to lead its ~50-person BPO team across three countries. The role owns operational KPIs, day-to-day outsourced operations, workforce planning, budget and incentive design, knowledge management, QA, and the transition to AI-first human-in-the-loop support workflows. Candidates need at least six years of customer experience or operations management experience, including two years managing outsourced teams, along with budget, knowledge-management, support-tooling, and AI experience. The position is full-time and hybrid, with US-based employees expected to visit a San Francisco or New York City office at least three times per week.