Senior iOS Engineer, Inspections

Experteer Overview In this role you will lead Hover’s Inbound CX operations, owning performance across a large BPO network and guiding its AI-enabled evolution. You’ll partner with site leadership, workforce, and CX peers to ensure fast, high-quality responses while scaling for more AI-focused triage. You’ll shape how great support looks as the industry changes, balancing efficiency with a strong culture. This is a chance to impact customer outcomes at scale and help define a best-in-class, AI-assisted support model. Compensation / Benefits * Own core operational KPIs (FRT, ORT, CSAT, QA) across ~80% of inbound volume on all channels * Manage day-to-day BPO health across three countries, including vendor relationships, workforce planning, and labor compliance * Lead the BPO transition to AI-first, human-in-the-loop support workflows, training reps and coordinating with Systems/Data teams * Own budget discipline: headcount planning, vendor cost management, and incentive design * Co-own knowledge management and the QA feedback loop with CX leadership * Develop and maintain dashboards and reporting to keep queue health visible and actionable Tasks * 6+ years in Customer Experience and Operations Manager roles * At least 2 years managing outsourced BPO teams, ideally across multiple countries/sites * Proven track record of meeting operational KPIs (FRT, CSAT, QA, ORT, FCR) at scale * Comfort with budgeting and vendor cost management, and incentive design * Experience with knowledge management and partnering with PMM/Enablement to build scalable support content * Strong relationship-building and stakeholder management skills * Experience with modern support tooling (e.g., Intercom, Guru) and hands-on use of AI tools (e.g., Claude, ChatGPT) for analysis, staffing, and training Key requirements * Competitive salary and meaningful equity * Comprehensive medical, dental, and vision * Unlimited and flexible vacation * Paid family leave and parental leave * Self-care days monthly * Remote wellbeing resources and programs’,’Learning and development support

and knowledge management and the QA feedback loop with CX leadership * Develop and maintain dashboards and reporting to keep queue health visible and actionable Tasks * 6+ years in Customer Experience and Operations Manager roles * At least 2 years managing outsourced BPO teams, ideally across multiple countries/sites * Proven track record of meeting operational KPIs (FRT, CSAT, QA, ORT, FCR) at scale * Comfort with budgeting and vendor cost management, and incentive design * Experience with knowledge management and partnering with PMM/Enablement to build scalable support content * Strong relationship-building and stakeholder management skills * Experience with modern support tooling (e.g., Intercom, Guru) and hands-on use of AI tools (e.g., Claude, ChatGPT) for analysis, staffing, and training Key requirements * Competitive salary and meaningful equity * Comprehensive medical, dental, and vision * Unlimited and flexible vacation * Paid family leave and parental leave * Self-care days monthly * Remote wellbeing resources and programs’,’Learning and development support