Head of Customer Experience & Automation

Why this role is exciting

At Vay, we're rethinking how people access and use cars. Our Remote Driving technology allows customers to have a rental vehicle remotely delivered to them, drive it themselves, and have it picked up when they're done.

As we scale, we're looking for a highly analytical, technical, and entrepreneurial leader to transform how we deliver customer experiences.

This is not a traditional Head of Customer Support role. You’ll build, not just manage. We're looking for someone with a strong Product, Technical Program Management, Engineering, or Technology Consulting background who is excited about using AI, automation, and technology to solve real customer problems.

As Head of CX & Automation, you will own the strategy for creating a highly automated, scalable, and customer-centric experience . You'll identify friction across the customer journey, build and ship AI-powered solutions, and work closely with Product and Engineering to turn customer insights into meaningful product improvements.

You'll lead a Customer Support Manager who runs day-to-day operations, team performance, and dCS Ops metrics, so you can stay focused on the build. You’ll also oversee  a Claims Associate responsible for claims processing and recovering outstanding customer charges.

Your success won't be measured by how many support agents you manage. It will be measured by how effectively you improve the customer experience, eliminate unnecessary manual work, and build systems that scale with the business.

What you'll be driving

AI & Process Automation

• 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.

• Take ownership of automation projects end-to-end, from identifying opportunities and defining requirements to implementation, rollout, and performance measurement.

• Work hands-on with tools, integrations, and prototypes where needed, partnering with Engineering on more complex implementations.

• Continuously measure the impact of automation on customer satisfaction, resolution rates, manual workload, and operating costs.

Customer Product & Experience Improvements

• Own the end-to-end analysis of customer friction points, from onboarding and booking to vehicle delivery, in-trip experience, and post-trip support.

• Establish a structured Voice of Customer program that translates support interactions, complaints, and customer behavior into actionable insights.

• Partner closely with Product and Engineering to prioritize and deliver improvements that eliminate the root causes of customer contacts.

• Develop proactive customer communication and self-service experiences that prevent problems before they require support.

• Measure the impact of product improvements through customer satisfaction, contact rates, and other relevant metrics.

Operational Excellence & Scalability

• Design scalable customer-facing processes that support Vay's growth 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 to measure 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 to solve complex customer-related challenges.

Customer Support Leadership & Oversight

• Lead and develop the Customer Support Manager, who owns day-to-day support operations, workforce management, agent performance, and CS KPIs.

• Set the direction for Customer Support and ensure the team has the right tools, workflows, and automation capabilities to deliver excellent customer experiences.

Claims & Revenue Recovery

• Oversee the Claims Associate responsible for handling customer claims, Terms & Conditions violations, and outstanding customer charges.

• Identify opportunities to automate claims intake, evidence collection, customer communication, payment follow-up, and recovery workflows, with 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.

This might be a great fit, if

• You come from a Product, Technical Program Management, Software Engineering, Forward Deployed Engineering, Technology Consulting background and have a track record of shipping internal tooling and workflow improvements

• You can spot where manual work, broken handoffs or pool tooling are slowing a team down, and turn that into a prioritized plan to fix it. 

• You have a proven track record of implementing AI-powered solutions, automating workflows, or improving technology-enabled operational processes. You’ve personally taken at least one from problem to production and can show the measured impact.

• You have strong technical fluency and understand how modern AI tools, APIs, integrations, and automation platforms can be applied to real business problems.

• You are highly analytical and comfortable working with operational data, defining KPIs, building business cases, and measuring results.

• You have a strong product mindset and enjoy improving customer journeys by solving root causes rather than treating symptoms.

• You thrive in fast-moving startup environments, take ownership beyond your immediate responsibilities, and enjoy getting your hands dirty.

• You are excited to build hands on while leading a small, high-impact team.

• You are comfortable working onsite in Las Vegas and value close collaboration with the team.

Nice to have

• 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.