Senior Customer Experience Operations Manager in York

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.

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.

You will contribute by:

• Owning 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.
• Managing 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.
• Driving workforce planning and staffing across sites and shifts, owning budget and incentive design, and co-owning the accuracy of Hover's knowledge base and QA feedback loop in partnership with other CX leaders.
• Leading the BPO team through the transition to AI-first triage in chat and email — 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.
• Using AI tools to build and maintain the reporting and dashboards that keep queue health visible.

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.
• Experience in insurance, construction, or another regulated/high-trust vertical.

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 $135,000-$167,000 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.