Senior CX Operations Leader - BPO & AI-Driven Support

Posted today

hoverNew York (NY)

General and Operations ManagersTelemarketing Bureaus and Other Contact Centers

SENIORITY

Senior

About the role

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. #J-18808-Ljbffr

Before you apply

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Your profile is current

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Two examples you can talk through

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A number in mind

What you're on now and what would make you move. We negotiate better when we know both.

Your notice period

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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.