CX Operations Lead: AI-Driven BPO & Inbound Support

Hover; San Francisco (CA); Hybrid; USD 135,000 - 167,000; Full time

Benefits offered by this job

Competitive salary

Equity

Healthcare coverage

Unlimited PTO

Paid family leave

Self-care days

Wellbeing resources

Education support

Job summary

Hover seeks a leader to own the operational engine behind its Inbound Customer Experience team, overseeing a ~50‑person BPO network across three countries. You’ll drive KPI performance, budget discipline, and the knowledge base, while guiding the shift toward AI‑assisted, human‑in‑the‑loop support.

You’ll partner with site leadership and CX peers to ensure strong customer outcomes, maintain culture, and evolve the operation as AI expands its role in chat and email workflows.

Qualifications

• 6+ years in Customer Experience or Operations Manager roles, including managing outsourced (BPO) teams
• Track record of owning operational KPIs (FRT, CSAT, QA, ORT, FCR) at scale
• Experience with budget planning, vendor cost management, and incentive design
• Experience with knowledge management and cross‑functional enablement
• Strong relationship‑building and BPO partnership stewardship

Responsibilities

• Own core operational KPIs across ~80% of inbound volume and multiple channels
• Run day‑to‑day BPO health across three countries; manage vendor relationships and labor planning
• Lead transition to AI‑first, human‑in‑the‑loop support workflows
• Own budget discipline: headcount planning, vendor costs, and incentive design
• Co‑own knowledge management and QA feedback with CX leadership

Job description

Hover seeks a leader to own the operational engine behind its Inbound Customer Experience team, overseeing a ~50‑person BPO network across three countries. You’ll drive KPI performance, budget discipline, and the knowledge base, while guiding the shift toward AI‑assisted, human‑in‑the‑loop support.

You’ll partner with site leadership and CX peers to ensure strong customer outcomes, maintain culture, and evolve the operation as AI expands its role in chat and email workflows.