Head of Customer Experience
Job Summary
Leading cross-functional initiatives to enhance customer experience, the full-time Head of Customer Experience will manage a customer support team, drive operational improvements, and oversee the AI and tooling roadmap for support in a hybrid work environment.
Key responsibilities
- Scale and empower the customer support team by establishing operational standards and coverage models for a 24/7 platform
- Drive continuous operational improvement by analyzing data, identifying patterns, and collaborating with engineering teams to resolve recurring issues
- Own the AI and tooling roadmap by implementing self-service solutions and automation to enhance customer interactions
Required qualifications
- Strong grasp of prediction markets frameworks and a passion for sports
- 5+ years in operations, strategy, program/project management, or product management, with at least 2 years in a people management role
- Experience in high-volume contact center operations or fintech environments, with knowledge of market operations and product workflows
- Proven ability to collaborate with executive leadership and communicate effectively
- Bachelor's degree in a related field
Complete Job Description
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