Senior Customer Experience Operations Manager

Why Hover wants you

Hover's Inbound Customer Experience team is one of the company's most consistently recognized differentiators — and we're looking for a leader who can run it with equal parts rigor and empathy. You'll take the reins of an operation that's already thriving: a ~50-person BPO team across three countries with strong tenure, strong culture, and a track record customers love. But you're not just here to maintain it — you're here to lead it through its next chapter, as AI absorbs more transactional volume and the remaining work shifts toward judgment, critical thinking, and human-in-the-loop review. This is a rare combination: a proven, high-functioning team to inherit, real ownership over its evolution, and a direct hand in shaping what "great support" looks like as the industry changes around you.

You will contribute by

You'll own the operational engine behind Hover's Inbound Customer Experience team, holding the BPO organization accountable for the KPIs that define great support — First Response Time, Overall Resolution Time, CSAT, and QA — across roughly 80% of inbound conversations on every channel. You'll manage the day-to-day health of the outsourced operation hands-on, partnering directly with BPO site leadership, workforce managers, and team leads to flag issues, course-correct in real time, and keep queues moving, all while protecting the strong culture Hover has built with its BPO partners over years. You'll drive workforce planning and staffing across sites and shifts, own budget and incentive design, and co-own the accuracy of Hover's knowledge base and QA feedback loop in partnership with other CX leaders. As Hover shifts to AI-first triage in chat and email, you'll lead the BPO team through that transition — training reps on new human-in-the-loop workflows, flagging where tooling falls short, and partnering with Systems and Data teams to get customer context in front of reps faster. You'll also use AI tools to build and maintain the reporting and dashboards that keep queue health visible.

• Own core operational KPIs (FRT, ORT, CSAT, QA) across ~80% of inbound volume, on every channel
• Run day-to-day BPO operational health across three countries — vendor relationship, workforce planning, and labor-compliance ownership
• Lead the BPO team's transition to AI-first, human-in-the-loop support workflows
• Own budget discipline: headcount planning, vendor cost management, and incentive design
• Co-own knowledge management and the QA feedback loop with fellow CX leaders

Your background includes

• 6+ years in Customer Experience and/or Operations Manager roles, including at least 2 years directly managing outsourced (BPO) teams — ideally across multiple countries or vendor sites
• A track record of owning and hitting operational KPIs (FRT, CSAT, QA, ORT, FCR, or equivalents) at meaningful scale, with a point of view on setting strategic KPIs that improve the customer experience
• Comfort owning a budget — headcount planning, vendor cost management, and incentive design — with the judgment to balance cost against quality
• Experience with knowledge management, and/or partnering with PMM or Enablement functions to build support documentation at scale
• Strong relationship-building instincts; you see a BPO partnership as a relationship built over years, and you're a steward of that culture, not just its KPIs
• Experience with modern support tooling (e.g., Intercom, Guru, or equivalent) and hands-on use of AI tools (e.g., Claude, ChatGPT) to analyze patterns, support workforce management, and build training or knowledge content

Nice-to-Haves

• Experience managing BPO operations specifically across the Philippines, Colombia, and/or Guatemala, or other LATAM/APAC support hubs
• Prior experience operating in a company actively shifting support volume to AI-first/agentic workflows