Senior Customer Experience Operations Manager

📋 Description Own the operational engine behind Hover's Inbound CX, accountable for core KPIs across ~80% of Lead a ~50-person BPO team across three countries, coordinating with site leadership and workforce Drive AI-first triage transition, training reps on human-in-the-loop workflows and flag tooling gaps Own budget discipline, headcount planning, vendor cost management, and incentive design Co-own knowledge management and QA feedback with CX leadership to improve support quality 🎯 Requirements 6+ years in Customer Experience or Operations Manager roles, with 2+ years directly managing Proven track record hitting operational KPIs (FRT, CSAT, QA, ORT, etc.) at meaningful scale Experience owning a budget and balancing cost against quality Knowledge management experience or collaboration with PMM/Enablement to scale support content Strong relationship-building skills; steward of long-term BPO partnerships and culture Experience with modern tooling (Intercom, Guru) and AI tools (Claude, ChatGPT) for pattern analysis 🎁 Benefits Competitive salary and meaningful equity Comprehensive healthcare coverage for you and dependents Unlimited paid time off and flexible vacation Paid family leave and generous parental leave Self-care days and remote wellbeing resources Learning support for management training and certifications