Senior Operations Manager

Operations LeadHover 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. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we're redefining how people understand and interact with their spaces.Why Hover wants youHover is looking for an Operations Lead who will drive high-impact operational initiatives that support our ability to deliver exceptional product and fulfillment outcomes to our customers. You will work cross-functionally with Product, Engineering, Sales, Customer Success, Finance, and global production partners to launch and scale new operational workflows that directly impact customer experience and business growth.You will own a slice of our operational excellence roadmap and OKRs. You will source, scope, and prioritize your own initiatives as well as work through their end-to-end implementation. Your voice matters – you will drive your projects from the full cycle of ideation through execution and drive tangible operational impact.This role presents the unique opportunity to build and own the operational foundation for supporting the needs of our largest enterprise clients. You'll lead the development of workflows, quality audit systems, SLAs, dashboards, escalation paths, and operational processes that will help strengthen the relationships with our partners over time.The Operations Team supports Hover's growth by consistently delivering high-quality products while reducing inefficiencies and operational friction. We are also responsible for pushing the boundaries of our data and production capabilities to support Hover's mission of digitizing the world's physical structures.You will contribute byOwning the operational launch and ongoing health of a new product pipeline, including BPO workflows, training, quality systems, and SLA managementMonitoring operational performance through dashboards and data analysis, identifying leading indicators and resolving issues before they impact customersBuilding and improving operational playbooks, SOPs, QA sampling strategies, escalation paths, and performance benchmarksPartnering closely with Engineering and Product to improve tooling, troubleshoot workflow issues, and ensure operational scalabilityWorking with international BPO partners to drive quality, throughput, training, and operational excellence across multiple regionsManaging operational budgets, forecasting needs, monitoring expenditures, and identifying opportunities for efficiency improvements and cost optimizationDriving cross-functional initiatives from ideation through implementation while balancing speed, quality, and customer impactBreaking down complex operational problems, mapping dependencies, and using data to inform decisions and prioritize solutionsIdentifying and implementing both incremental and large-scale process improvements that improve quality, turnaround time, and operational efficiencyOperating with a strong bias toward action and independently driving projects in ambiguous, fast-moving environmentsSome international travel may be required.What makes this role excitingThis is a true zero-to-one opportunity where you will help build the operational model for a brand-new Hover productYou'll have direct visibility into a high-priority business initiative with meaningful impact on company growthThe scope combines strategy, analytics, operations, and cross-functional leadership in a highly collaborative environmentHover's production platform already supports millions of jobs annually, giving you meaningful infrastructure and scale to build onAs the product grows, there is significant opportunity for expanded ownership and future leadership growthYour background includes5-8 years of experience in operations, management consulting, strategy & operations, analytics, product operations, marketplace operations, consulting-to-tech, fulfillment/logistics operations, or similar fast-paced operational environmentsStrong analytical and problem-solving skills with hands-on experience working with operational data, driving insights, and leading strategic projects end-to-end through implementationExperience using Tableau, LookML, Snowflake, SQL or equivalent analytical tools to investigate operational issues and drive decision-makingExperience building SOPs, dashboards, monitoring KPIs, and improving operational workflowsProven ability to drive cross-functional initiatives and influence stakeholders without formal authorityExcellent written and verbal communication skills, with the ability to communicate effectively across technical and non-technical audiencesComfort operating in ambiguity and building structure where processes are still evolvingA collaborative, low-ego working style with strong ownership mentality and bias toward actionNice to have:Experience launching new products or operational workflows from scratchExperience working with BPO or HITL (human-in-the-loop) production environmentsExperience with marketplace operations, fulfillment operations, or computer vision/image-processing workflowsExperience managing enterprise SLAs or large-scale operational quality systemsExperience coding with Python, Machine Learning, Javascript, familiarity with APIsBenefitsCompensation - Competitive salary and meaningful equity in a fast-growing companyHealthcare - Comprehensive medical, dental, and vision coverage for you and dependentsPaid Time Off - Unlimited and flexible vacation policyPaid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leaveMandatory Self-Care Days - A day set aside each month to allow employees to rechargeRemote Wellbeing Resources - We provide recurring fitness classes, meditation/mindfulness tools, virtual therapy, and family planning assistanceLearning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certificationsHybrid roles at HoverHover 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 $148,000 - $183,000 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.