Operations Director

Why Hover wants you 

Hover is looking for an Operations Director 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 by

• Owning the operational launch and ongoing health of a new product pipeline, including BPO workflows, training, quality systems, and SLA management
• Monitoring operational performance through dashboards and data analysis, identifying leading indicators and resolving issues before they impact customers
• Building and improving operational playbooks, SOPs, QA sampling strategies, escalation paths, and performance benchmarks
• Partnering closely with Engineering and Product to improve tooling, troubleshoot workflow issues, and ensure operational scalability
• Working with international BPO partners to drive quality, throughput, training, and operational excellence across multiple regions
• Managing operational budgets, forecasting needs, monitoring expenditures, and identifying opportunities for efficiency improvements and cost optimization
• Driving cross-functional initiatives from ideation through implementation while balancing speed, quality, and customer impact
• Breaking down complex operational problems, mapping dependencies, and using data to inform decisions and prioritize solutions
• Identifying and implementing both incremental and large-scale process improvements that improve quality, turnaround time, and operational efficiency
• Operating with a strong bias toward action and independently driving projects in ambiguous, fast-moving environments
• Some international travel may be required.

What makes this role exciting

• This is a true zero-to-one opportunity where you will help build the operational model for a brand-new Hover product
• You’ll have direct visibility into a high-priority business initiative with meaningful impact on company growth
• The scope combines strategy, analytics, operations, and cross-functional leadership in a highly collaborative environment
• Hover’s production platform already supports millions of jobs annually, giving you meaningful infrastructure and scale to build on
• As the product grows, there is significant opportunity for expanded ownership and future leadership growth

Your background includes

• 8-12 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 environments
• Strong analytical and problem-solving skills with hands-on experience working with operational data, driving insights, and leading strategic projects end-to-end through implementation
• Experience using Tableau, LookML, Snowflake, SQL or equivalent analytical tools to investigate operational issues and drive decision-making
• Experience building SOPs, dashboards, monitoring KPIs, and improving operational workflows
• Proven ability to drive cross-functional initiatives and influence stakeholders without formal authority
• Excellent written and verbal communication skills, with the ability to communicate effectively across technical and non-technical audiences
• Comfort operating in ambiguity and building structure where processes are still evolving
• A collaborative, low-ego working style with strong ownership mentality and bias toward action

Nice to have:

• Experience launching new products or operational workflows from scratch
• Experience working with BPO or HITL (human-in-the-loop) production environments
• Experience with marketplace operations, fulfillment operations, or computer vision/image-processing workflows
• Experience managing enterprise SLAs or large-scale operational quality systems
• Experience coding with Python, Machine Learning, Javascript, familiarity with APIs

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 $206,000-$254,000 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.

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