Head of Customer Experience & Automation

Vay•Las Vegas, NV

5d•Onsite

About The Position

Vay is seeking a highly analytical, technical, and entrepreneurial leader to build a highly automated, scalable, and customer-centric customer experience. This is a hands-on role focused on using AI, automation, and technology to solve customer problems—not a traditional customer support management position. The Head of Customer Experience & Automation will own the strategy for customer support automation and customer-related operational workflows, identify friction across the customer journey, build and deploy AI-powered solutions, and partner with Product and Engineering to turn customer insights into product improvements. The role leads and develops the Customer Support Manager, who runs day-to-day support operations, workforce management, agent performance, and customer support KPIs. It also oversees a Claims Associate responsible for claims processing and recovery of outstanding customer charges. Success is measured by improvements in the customer experience, reductions in unnecessary manual work, and the development of systems that scale with the business. The position is based onsite in Las Vegas and involves close collaboration with Operations, Product, Engineering, Finance, and Legal. Vay operates a remote-driving vehicle service and is scaling its customer operations as it expands into new markets.

Requirements

Background in Product, Technical Program Management, Software Engineering, Forward Deployed Engineering, or Technology Consulting, with a record of shipping internal tooling and workflow improvements.
Ability to identify manual work, broken handoffs, or poor tooling and turn them into a prioritized improvement plan.
Proven track record implementing AI-powered solutions, automating workflows, or improving technology-enabled operational processes.
Personally taken at least one solution from problem identification to production and demonstrated its measured impact.
Strong technical fluency, including understanding how modern AI tools, APIs, integrations, and automation platforms can be applied to business problems.
Highly analytical and comfortable working with operational data, defining KPIs, building business cases, and measuring results.
Strong product mindset and interest in improving customer journeys by addressing root causes.
Ability to take ownership, work in a fast-moving startup environment, and contribute hands-on beyond immediate responsibilities.
Interest in building hands-on while leading a small, high-impact team.
Comfortable working onsite in Las Vegas and collaborating closely with the team.

Nice To Haves

Experience with AI agents, LLM-powered applications, conversational AI, voice automation, or workflow orchestration.
Experience at a consumer-facing technology company, in mobility or transportation, or in another real-time service environment.
Familiarity with customer support platforms such as Zendesk, Intercom, or Salesforce.
Experience working with customer-facing operational teams or managing people managers.
Experience with claims processing, payment recovery, or other operationally complex customer workflows.
Background at a high-growth startup or in a hands-on technology transformation role.

Responsibilities

Own and execute the AI and automation roadmap for Customer Support and customer-related operational workflows.
Identify high-volume, repetitive, or inefficient processes and redesign them using AI, automation, and self-service.
Evaluate, implement, and optimize AI-powered tools, including conversational AI, voice agents, automated issue resolution, workflow orchestration, and internal agent-assistance tools.
Lead automation projects from opportunity identification and requirements definition through implementation, rollout, and performance measurement.
Work hands-on with tools, integrations, and prototypes, partnering with Engineering on more complex implementations.
Measure automation impact on customer satisfaction, resolution rates, manual workload, and operating costs.
Analyze customer friction across onboarding, booking, vehicle delivery, the in-trip experience, and post-trip support.
Establish a Voice of Customer program that turns support interactions, complaints, and customer behavior into actionable insights.
Partner with Product and Engineering to prioritize and deliver improvements that address the root causes of customer contacts.
Develop proactive customer communications and self-service experiences to prevent issues from requiring support.
Measure product improvement impact through customer satisfaction, contact rates, and other relevant metrics.
Design customer-facing processes that can scale into new markets without proportional increases in operational headcount.
Identify operational bottlenecks and implement technology-driven improvements to speed, quality, and efficiency.
Establish KPIs and automated reporting for customer experience, process performance, and automation impact.
Develop business cases for automation initiatives, including expected efficiency gains, cost savings, and customer impact.
Collaborate with Operations, Product, Engineering, Finance, and Legal on complex customer-related challenges.
Lead and develop the Customer Support Manager, and set direction for Customer Support tools, workflows, and automation capabilities.
Oversee the Claims Associate and claims processing, Terms & Conditions violations, and outstanding customer charges.
Identify automation opportunities in claims intake, evidence collection, customer communication, payment follow-up, and recovery workflows; provide transparent reporting on claims volume, processing times, and recovery performance.
Partner with Finance, Legal, and Operations to improve recovery rates while maintaining a fair and transparent customer experience.