Senior CX Operations Manager — AI‑First BPO Leadership

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

Benefits offered by this job

Competitive salary and equity

Healthcare coverage

Unlimited vacation

Paid parental leave

Self‑Care Days

Wellbeing resources

Learning & training

Job summary

Hover is seeking a leader to run its Inbound Customer Experience team, a ~50-person BPO spanning three countries. You’ll own KPIs like FRT, ORT, CSAT, and QA, ensuring strong vendor relationships while guiding the transition to AI-first, human‑in‑the‑loop workflows.

You’ll manage budgets, staffing, and knowledge management, partnering with CX leaders to sustain a high‑performing culture. You’ll shape how Hover’s support evolves as AI absorbs more volume, training reps and coordinating with

Qualifications

• 6+ years in Customer Experience and/or Operations Manager roles, including outsourced teams
• Experience owning and hitting operational KPIs at scale

Responsibilities

• Own core operational KPIs (FRT, ORT, CSAT, QA) across ~80% of inbound volume
• Run day-to-day BPO health across three countries including vendor relationships and labor‑planning
• Lead transition to AI-first, human-in-the-loop workflows
• Own budget planning, vendor cost management, and incentive design
• Co-own knowledge management and QA feedback with CX leaders
• Partner with Systems/Data teams to improve context and tooling for reps

Skills

Customer Experience

Operations Management

BPO Management

KPI Management

Vendor Relationships

AI Tools

Education

Bachelor's degree

Tools

Intercom

Guru

Claude

ChatGPT

Job description

Hover is seeking a leader to run its Inbound Customer Experience team, a ~50-person BPO spanning three countries. You’ll own KPIs like FRT, ORT, CSAT, and QA, ensuring strong vendor relationships while guiding the transition to AI-first, human‑in‑the‑loop workflows.

You’ll manage budgets, staffing, and knowledge management, partnering with CX leaders to sustain a high‑performing culture. You’ll shape how Hover’s support evolves as AI absorbs more volume, training reps and coordinating with