AI-Driven CX Operations Lead

3M HEALTHCARE; San Francisco, New York (CA, NY); Hybrid; USD 132,000 - 163,000; Full time

Benefits offered by this job

Competitive salary

Equity

Healthcare coverage

Unlimited PTO

Family leave

Self-care days

Wellbeing resources

Education support

Job summary

Hover is seeking a Customer Experience leader to scale AI-powered support and knowledge systems. You will own the automation roadmap, design HITL workflows, and collaborate with CX, Engineering, and BizOps to hit key KPIs while guiding a hybrid US team across our SF and NYC offices.

The role emphasizes hands-on QA, data‑driven decision making, and cross‑functional leadership to deliver scalable AI solutions in a customer‑facing environment.

Qualifications

• 4+ years in Customer Experience, Support, or Operations.
• Experience building AI/LLM powered workflows (prompt engineering, data structures, knowledge mgmt).
• Strong background in the customer support world and cross‑functional partnership.

Responsibilities

• Own the team’s agentic bot end‑to‑end: prompts, escalation, routing, QA.
• Design HITL workflows blending AI responses with human review.
• Build and maintain Hover's knowledge infrastructure (Guru KB, AI‑ready articles, onboarding docs).
• Lead LLM tooling strategy and evaluate integrations to improve quality and reduce manual effort.
• Define and report on AI performance KPIs: deflection, CSAT, escalation accuracy, KB coverage.

Skills

CX/Operations

AI/LLM workflows

Communication

Data fluency

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree in related field

Tools

Intercom

Guru

Salesforce

Job description

Hover is seeking a Customer Experience leader to scale AI-powered support and knowledge systems. You will own the automation roadmap, design HITL workflows, and collaborate with CX, Engineering, and BizOps to hit key KPIs while guiding a hybrid US team across our SF and NYC offices.

The role emphasizes hands-on QA, data‑driven decision making, and cross‑functional leadership to deliver scalable AI solutions in a customer‑facing environment.