{"id":1129794,"url":"https://alion.io/job/novig-head-of-customer-experience","title":"Head of Customer Experience","company":{"id":4729,"name":"Novig","domain":"novig.com","url":"https://alion.io/company/novig","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":140000,"max":180000,"currency":"USD","period":"year","gross":null,"usd_annual":180000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-09-22T20:35:31Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-23T19:41:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Head of Customer Experience\n$140,000-$180,000\nmeaningful equity\nAbout Novig\nNovig is building America's #1 sports prediction market. Our mission is to financialize and democratize sports trading - taking a closed system run by casinos and turning it into a fair, efficient, two-sided market where the power sits with users.\nWith Novig recently becoming a CFTC-designated market - the fastest designation of its kind in US history- we're bringing the prediction market built for sports fans nationwide.\nWe're backed by some of Silicon Valley's top investors - Pantera, Forerunner, Lux, NFX, Paul Graham, and Joe Montana - who have collectively invested over $100M behind this vision.\nAbout the Role\nThe 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.\nWho you are and what you will do\nScale 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.\n\nDrive 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.\n\nOwn 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.\n\nBuild 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.\n\nStay close to the data. Analyze dashboards directly to drive decisions on staffing, tooling, and product strategy using empirical evidence.\n\nBe 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.\n\nRaise the bar relentlessly. Maintain the highest quality for every team member and customer interaction, continuously driving standards higher.\n\nRequirements\nStrong grasp of prediction markets frameworks, combined with an authentic enthusiasm for sports.\n\n5+ years in operations, strategy, program/project management, product management, or consulting, with a minimum of 2 years of direct people management experience.\n\nDemonstrated history of driving complex, cross-functional projects, backed by robust problem-solving, planning, and analytical capabilities.\n\nBackground in high-volume contact center operations or exchange/fintech environments, with cross-disciplinary fluency across market operations, trading desk workflows, product, and engineering.\n\nProven ability to advise and collaborate with executive leadership, utilizing compelling storytelling and clear communication skills.\n\nSelf-starter who thrives in a collaborative, matrixed setting while demonstrating sound judgment regarding regulatory compliance, budgets, and resource allocation.\n\nData-driven, entrepreneurial leader with a strong passion for elevating customer experience and achieving measurable outcomes.\n\nBachelor's degree in a related field.\n\nPreferred\nAdvanced degree or relevant certification.\n\nFamiliarity with agile methodologies and continuous improvement processes.\n\nExposure to risk or fraud operations.\n\nWhy work here, in the words of the people who do\n“I work with extremely stellar people, I own real systems, and decisions happen fast. No politics, no waiting for needless red tape. If something's broken, I fix it. If I build something good, it ships.”\n“The people! They're smart, thoughtful, fun to work with and passionate about their craft.”\n“I'm having the most fun I've had in my entire career.”\nIf you want responsibility, trust, and the chance to help build the future of sports prediction markets - take your shot, we’d love to connect.\nNot for everyone\nOur work is tied to live sports - that means potential nights, weekends, and pressure included.\n\nIf you need clear swim lanes, a heavy process, or someone to tell you what to do, this won’t be the right environment.\n\nCompensation & benefits\n$140k - $180k base, benchmarked at top-tier tech companies\n\nMeaningful equity for every employee, regardless of role\n\n100% health premiums covered\n\n99% dental & vision covered\n\n401(k) with 4% company match\n\nHSA + $1,080 annual company contribution\n\n$50/monthly company contribution to employee transit\n\n$27/day lunch stipend when working from our NYC office\n\n$35/day dinner stipend when working from the NYC office after 6:30pm\n\nHomebase\nUnion Square, NYC\nRemote/Hybrid","description_format":"text","description_chars":5166,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports","Sports Betting"],"lifecycle":[{"event":"open","at":"2026-09-23T01:27:23Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:0","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":180000,"is_top_pay":false},"html_url":"https://alion.io/job/novig-head-of-customer-experience","json_url":"https://alion.io/job/novig-head-of-customer-experience.json","meta":{"generated_at":"2026-09-23T22:32:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}