Head of Customer Experience

Novig

4d•$140,000 - $180,000•Hybrid

About The Position

The Head of Customer Experience leads cross-functional initiatives that improve the customer experience and drive operational excellence across the organization. This role partners with senior leaders across Product, Engineering, Analytics, Fraud, and Compliance to align priorities, streamline execution, and deliver measurable impact — combining strategic thinking, program execution, and team leadership to build smarter, more scalable ways of working.

Requirements

Strong grasp of prediction markets frameworks, combined with an authentic enthusiasm for sports.
5+ years in operations, strategy, program/project management, product management, or consulting, with a minimum of 2 years of direct people management experience.
Demonstrated history of driving complex, cross-functional projects, backed by robust problem-solving, planning, and analytical capabilities.
Background in high-volume contact center operations or exchange/fintech environments, with cross-disciplinary fluency across market operations, trading desk workflows, product, and engineering.
Proven ability to advise and collaborate with executive leadership, utilizing compelling storytelling and clear communication skills.
Self-starter who thrives in a collaborative, matrixed setting while demonstrating sound judgment regarding regulatory compliance, budgets, and resource allocation.
Data-driven, entrepreneurial leader with a strong passion for elevating customer experience and achieving measurable outcomes.
Bachelor's degree in a related field.

Nice To Haves

Advanced degree or relevant certification.
Familiarity with agile methodologies and continuous improvement processes.
Exposure to risk or fraud operations.

Responsibilities

Scale and empower the team. Recruit, mentor, and guide our customer support team to achieve service excellence, establishing clear operational standards and robust coverage models for a 24/7 platform.
Drive continuous operational improvement daily. Stay in the tools and the data alongside the team by spotting patterns across tickets, deciding what to automate next, and partnering with engineers to kill recurring issues at the root.
Own the AI and tooling roadmap for support. Determine the future direction of self-service, automation, and AI agents. Convert single high-friction issues into permanent solutions that prevent thousands of users from experiencing the same friction.
Build the operating system of support. Establish robust SLAs, coverage and staffing models, QA processes, and escalation protocols while continuously elevating key metrics like CSAT, deflection rate, and resolution time.
Stay close to the data. Analyze dashboards directly to drive decisions on staffing, tooling, and product strategy using empirical evidence.
Be the voice of the customer at the leadership table. Act as the customer advocate at the leadership level by identifying product gaps, monitoring adoption trends, driving critical resolution efforts, and serving as the bridge between users and execution teams.
Raise the bar relentlessly. Maintain the highest quality for every team member and customer interaction, continuously driving standards higher.