Senior CX Operations Leader - BPO & AI-Driven Support

HOVER; New York (NY); Hybrid; USD 135,000 - 167,000; Full time

Benefits offered by this job

Competitive salary

Equity

Comprehensive benefits

Unlimited PTO

Parental & new child leave

Self-Care Days

Learning & training support

Job summary

Hover seeks a Senior Customer Experience Operations Manager to steer a ~50-person BPO across three countries, driving performance and culture. You’ll own key metrics, partner with site leadership, and guide the shift to AI-first triage in chat and email while maintaining strong customer outcomes.

You’ll design staffing, budgets, and incentives, collaborate with CX leaders, and ensure knowledge content stays accurate as Hover expands with AI-driven workflows.

Qualifications

• 6+ years in Customer Experience and/or Operations Manager roles, including outsourced (BPO) management
• Proven ability to own and hit KPIs (FRT, CSAT, QA, ORT) at meaningful scale
• Budget ownership experience including headcount planning and vendor cost management
• Experience with knowledge management; partner with PMM/Enablement for scalable content
• Strong relationship-building with BPO partners and cultures
• Familiarity with modern support tools and AI-driven analysis of patterns

Responsibilities

• Own KPIs across ~80% of inbound volume and multi-channel support
• Manage day-to-day health of a 50-person BPO across three countries
• Lead transition to AI-first, human-in-the-loop workflows
• Own budget discipline and incentive design
• Co-own knowledge management and QA feedback loops

Skills

KPI management

BPO management

Budget planning

AI tooling

Vendor relationship

Knowledge management

Data analysis

Intercom

Guru

Tools

Intercom

Guru

Claude

ChatGPT

Job description

Hover seeks a Senior Customer Experience Operations Manager to steer a ~50-person BPO across three countries, driving performance and culture. You’ll own key metrics, partner with site leadership, and guide the shift to AI-first triage in chat and email while maintaining strong customer outcomes.

You’ll design staffing, budgets, and incentives, collaborate with CX leaders, and ensure knowledge content stays accurate as Hover expands with AI-driven workflows.