Senior Customer Experience Operations Manager (AI Team)

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 helps people design, improve, and protect the properties they love. With proprietary AI built on over a decade of real property data, Hover answers age-old questions like “What will it look like?” and “What will it cost?” Homeowners, contractors, and insurance professionals rely on Hover to get fully measured, accurate, and interactive 3D models of any property — all from a smartphone scan in minutes.

At Hover, we’re driven by curiosity, purpose, and a shared commitment to serving our customers, communities, and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive, high-performance culture that inspires growth, accountability, and excellence. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we’re redefining how people understand and interact with their spaces.

Why Hover wants you

Hover's Customer Experience team is at an inflection point. We've built an exceptional foundation — industry-leading response times, strong CSAT, and a BPO (outsourced) model that handles significant volume. But the next two years require a step change: usage and case volumes are growing quickly, and our vision is that AI will grow to handle 50%+ of total volume. This requires extensive work across systems, knowledge infrastructure, etc.

Your role will be to build and run our ‘agent team’ alongside our human specialist teams, growing its coverage of our cases to that 50%+ goal and thus preserving our human team’s time and attention to focus on the kinds of cases and situations where their deep expertise and attention is needed. If you've done 0-to-1 work before, have strong opinions about what good AI QA looks like, and care deeply about how knowledge infrastructure feeds intelligent systems — this is your role.

Our Inbound CX team handles thousands of support conversations per week across phone, chat, and email, serving both self-serve (Product Led Growth) and enterprise (Sales Led Growth) customers. The team includes US-based Senior Specialists who handle our most complex and relationship‑critical cases and offshore BPO teams that handle the majority of inbound volume.

You will work in close partnership with GTM Systems Engineering, Analytics Engineering, Revenue Enablement, and other cross functional teams to get the assistance you need building out the knobs and levers that help you run this ‘agent team’ day to day and hit our core operational KPIs.

You will contribute by

This is a rare 0–1 opportunity to define how Hover scales customer experience through AI. You’ll own the full automation roadmap and build systems that directly impact how thousands of customers get help every week.

Some of your core responsibilities include:

• Own the team’s customer‑facing agentic bot end‑to‑end: prompt refinement, escalation logic, routing rules, and ongoing QA calibration
• Design and iterate on human‑in‑the‑loop (HITL) workflows that combine AI‑drafted responses with rep review and editing
• Build and maintain Hover's knowledge infrastructure: Guru internal KB, AI‑ready support articles, BPO onboarding materials, and documentation standards
• Lead LLM tooling strategy for CX: evaluate tools, configure integrations, and deploy solutions that improve response quality and reduce manual effort
• Define, instrument, and report on all AI performance KPIs: deflection rate, AI CSAT, escalation accuracy, HITL quality score, and KB coverage
• You will act as the connective layer across CX, Engineering, GTM Systems, and Analytics—translating customer needs into scalable AI systems
• Enable BPO and US Specialist teams to work effectively alongside AI tools — training, documentation, and ongoing calibration

Your background includes

• 4+ years of experience in Customer Experience, Support, or Operations
• Day to day building experience with complex AI/LLM powered workflows – prompt and context engineering, data structures, knowledge management, integrations, evaluations, etc.
• Deep experience in the ‘customer support’ world, whether having been a rep yourself, led teams of reps, or partnered extensively for years in a closely supporting manner (engineering, analytics, operations, etc.)
• Experience navigating systems integrations, including comfort working with APIs, webhooks, and the connective tissue between SaaS platforms
• Hands‑on QA and Eval experience — you know what good looks like, you can define rubrics, and you can calibrate teams against them
• Data fluency & analytical toolkit — comfortable pulling reports, defining metrics, and using data to make the case for what to build next
• Strong communication skills — you can explain AI systems and their tradeoffs to non‑technical stakeholders, and you work fluidly across CX, Engineering, and BizOps

Nice to have

• Direct experience with Intercom, Fin bot, or similar AI‑first support platforms
• Experience with Guru or similar internal knowledge tools
• Background in BPO or offshore CX environments
• Familiarity with Salesforce as a data source for CX routing and personalization

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
• Mandatory Self‑Care Days - A day set aside each month to allow employees to recharge
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications

Hybrid roles at Hover

Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50‑mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. At this time, Hover is not considering fully remote roles.

The US base salary range for this full‑time position is $132,000 - $163,000 annually. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all applicable US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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