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Salary: USD 140,000 - 180,000 / annual
Novig is building America's leading sports prediction market, recently designated by the CFTC as a market in record time. The company is backed by top-tier investors including Pantera, Forerunner, Lux, NFX, Paul Graham, and Joe Montana, with over $100M in funding.
As Head of Customer Experience, you will lead cross-functional initiatives to improve customer experience and drive operational excellence across the organization. You will partner with senior leaders in Product, Engineering, Analytics, Fraud, and Compliance to align priorities and deliver measurable impact.
Key responsibilities include:
- Recruiting, mentoring, and guiding the customer support team to achieve service excellence, establishing operational standards and 24/7 coverage models
- Driving continuous operational improvement by analyzing ticket patterns, identifying automation opportunities, and partnering with engineers to resolve recurring issues at their root
- Owning the AI and tooling roadmap for support, determining the direction of self-service, automation, and AI agents to convert high-friction issues into scalable solutions
- Building the support operating system with robust SLAs, coverage and staffing models, QA processes, and escalation protocols while improving CSAT, deflection rate, and resolution time
- Analyzing dashboards directly to drive data-informed decisions on staffing, tooling, and product strategy
- Serving as the voice of the customer at the leadership table, identifying product gaps, monitoring adoption trends, and bridging users with execution teams
- Maintaining the highest quality standards and continuously elevating team and customer interaction standards
The role is based in Union Square, NYC with a hybrid work arrangement. The environment moves fast with minimal bureaucracy—if something is broken, you fix it; if you build something good, it ships. The work is tied to live sports, which means potential nights, weekends, and high-pressure situations.
REQUIREMENTS:
- Strong grasp of prediction markets frameworks and 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 with strong 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 using compelling storytelling and clear communication
- Self-starter who thrives in collaborative, matrixed settings with sound judgment regarding regulatory compliance, budgets, and resource allocation
- Data-driven, entrepreneurial leader with strong passion for elevating customer experience and achieving measurable outcomes
- Bachelor's degree in a related field
PREFERRED:
- Advanced degree or relevant certification
- Familiarity with agile methodologies and continuous improvement processes
- Exposure to risk or fraud operations
