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 transform how the company delivers customer experiences as it scales its remote-driving mobility service. The Head of Customer Experience & Automation will own the strategy for creating a highly automated, scalable, and customer-centric experience. The role identifies friction across the customer journey, builds and ships AI-powered solutions, and partners closely with Product and Engineering to turn customer insights into product improvements. This is a build-focused leadership role rather than a traditional customer support management position. The role leads the Customer Support Manager, who runs day-to-day operations, team performance, and customer support operations metrics, and oversees a Claims Associate responsible for claims processing and recovering outstanding customer charges. Success is measured by improving the customer experience, eliminating unnecessary manual work, and building systems that scale with the business. The position is based onsite in Las Vegas. The posting notes that role-specific physical demands, working environments, and safety requirements will be discussed during the first interview.

Requirements

Background in Product, Technical Program Management, Software Engineering, Forward Deployed Engineering, or Technology Consulting, with a track record of shipping internal tooling and workflow improvements.
Ability to identify manual work, broken handoffs, or inadequate tooling and turn those issues into a prioritized improvement plan.
Proven experience implementing AI-powered solutions, automating workflows, or improving technology-enabled operational processes, including personally taking at least one solution from problem to production and demonstrating its measured impact.
Strong technical fluency and understanding of how modern AI tools, APIs, integrations, and automation platforms can address business problems.
Highly analytical approach and comfort working with operational data, defining KPIs, building business cases, and measuring results.
Strong product mindset and interest in improving customer journeys by solving root causes rather than symptoms.
Ability to thrive in a fast-moving startup, take ownership beyond immediate responsibilities, and work hands-on.
Interest in building hands-on while leading a small, high-impact team.
Comfort working onsite in Las Vegas and valuing close collaboration with the team.

Nice To Haves

Experience with AI agents, LLM-powered applications, conversational AI, voice automation, or workflow orchestration.
Experience in a consumer-facing technology company, mobility, transportation, or 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 solutions, including conversational AI, voice agents, automated issue resolution, workflow orchestration, and internal agent-assistance tools.
Own automation projects end-to-end, from identifying opportunities and defining requirements through implementation, rollout, and performance measurement.
Work hands-on with tools, integrations, and prototypes when needed, partnering with Engineering on more complex implementations.
Measure the impact of automation 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 eliminate root causes of customer contacts.
Develop proactive customer communications and self-service experiences that prevent problems before they require support.
Measure product improvement outcomes using customer satisfaction, contact rates, and other relevant metrics.
Design scalable customer-facing processes that support expansion into new markets without proportional increases in operational headcount.
Identify operational bottlenecks and implement technology-driven solutions to improve speed, quality, and efficiency.
Establish clear 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, who owns day-to-day support operations, workforce management, agent performance, and customer support KPIs.
Set the direction for Customer Support and ensure the team has appropriate tools, workflows, and automation capabilities.
Oversee the Claims Associate handling customer claims, Terms & Conditions violations, and outstanding customer charges.
Identify ways to automate claims intake, evidence collection, customer communications, payment follow-up, and recovery workflows; report transparently 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.