Head of Customer Experience
Virtual Vocations Inc
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
Vacancy posted 4 days ago
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