Head of Customer Experience & AI Solutions

Novig; New York (NY); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Meaningful equity

Health premiums covered

Dental & vision coverage

401(k) with 4% company match

HSA + $1,080 annual company contrib

Job summary

Novig is seeking a Head of Customer Experience in New York. This role leads cross-functional initiatives to elevate the customer journey, partnering with Product, Engineering, Analytics, Fraud, and Compliance to align priorities and deliver measurable impact.

You will recruit, mentor, and scale a 24/7 support operation, drive automation, and own the AI tooling roadmap. The position emphasizes data-driven decisions, executive storytelling, and a bias for rapid, high-quality execution in a

Qualifications

• Bachelor's degree in a related field.
• 5+ years in operations, strategy, program/project management, product management, or consulting with 2+ years of direct people management.
• Experience in high-volume contact center operations or fintech environments.
• Proven ability to drive cross-functional projects with strong problem-solving, planning, and analytical skills.
• Ability to advise and collaborate with executive leadership with clear communication.
• Data-driven, entrepreneurial leader focused on elevating customer experience and measurable outcomes.

Responsibilities

• Scale and empower the customer support team with 24/7 coverage and robust standards.
• Spot patterns in tickets, automate recurring issues, and work with engineers to root cause problems.
• Own the AI and tooling roadmap for support, pushing self-service and AI agents forward.
• Build the operating system of support with SLAs, staffing models, QA, and escalation protocols.
• Analyze dashboards to drive decisions on staffing, tooling, and product strategy.
• Be the voice of the customer at leadership level, identify product gaps, and bridge users with execution teams.
• Maintain high standards of quality for every team member and interaction.

Skills

Leadership

Cross-functional collaboration

Data-driven decisions

Customer support operations

AI tooling awareness

Regulatory/compliance mindset

Education

Bachelor's degree

Tools

CRM software

Dashboard analytics

Agile methodologies

Job description

Novig is seeking a Head of Customer Experience in New York. This role leads cross-functional initiatives to elevate the customer journey, partnering with Product, Engineering, Analytics, Fraud, and Compliance to align priorities and deliver measurable impact.

You will recruit, mentor, and scale a 24/7 support operation, drive automation, and own the AI tooling roadmap. The position emphasizes data-driven decisions, executive storytelling, and a bias for rapid, high-quality execution in a