Head of Customer Experience - AI-Driven Support (Remote)

novig.us; United States; Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health premiums covered

Dental & vision coverage

401(k) with company match

HSA contribution

Transit stipend

Lunch stipend (NYC office)

Dinner stipend (NYC office)

Hybrid/remote work options

Job summary

Novig is seeking a Head of Customer Experience to lead cross-functional improvements and drive operational excellence for a 24/7 platform. You will scale and mentor the support team, push automation and AI, and establish SLAs, staffing, and QA to raise CSAT and deflection metrics.

You will partner with Product, Engineering, Analytics, Fraud, and Compliance to align priorities and deliver measurable impact while staying closely connected to customer data and leadership strategy.

Qualifications

• 5+ years in operations, strategy, program/project management, product management, or consulting with at least 2 years of direct people management.
• History of driving complex, cross-functional projects with strong problem-solving and analytical skills.
• Background in high-volume contact center operations or fintech/trading environments.
• Ability to advise executive leadership with clear storytelling and communication.
• Self-starter in a collaborative, matrixed setting with attention to regulatory, budgets and resources.

Responsibilities

• Scale and empower the customer experience team and establish 24/7 coverage models.
• Drive continuous operational improvement through data, patterns, and automation.
• Own the AI and tooling roadmap for support, delivering self-service and AI agents.
• Build an operating system of support with robust SLAs, staffing, QA, and escalation processes.
• Stay close to data, using dashboards to guide staffing and product strategy decisions.
• Be the voice of the customer at leadership level, bridging users and execution teams.
• Raise the bar on quality and customer interactions, raising standards across the org.

Skills

Prediction markets knowledge

Cross-functional leadership

People management

Data-driven decision making

Executive storytelling

Regulatory & budgeting judgment

Education

Bachelor's degree in related field

Job description

Novig is seeking a Head of Customer Experience to lead cross-functional improvements and drive operational excellence for a 24/7 platform. You will scale and mentor the support team, push automation and AI, and establish SLAs, staffing, and QA to raise CSAT and deflection metrics.

You will partner with Product, Engineering, Analytics, Fraud, and Compliance to align priorities and deliver measurable impact while staying closely connected to customer data and leadership strategy.