Head of Customer Experience & Automation

Ever imagined saying, “I helped launch the future of transportation”?

We’re rewriting the rules of urban mobility. At Vay, customers tap a button and a car arrives - with no one inside - powered by our world-first Remote Driving technology on real public streets.

We’re live in Las Vegas and scaling fast, powered by a strategic investment of up to $410 million from Grab . Our mission is simple: replace private car ownership with a faster, cleaner, door-to-door mobility model. If you want to build something real, visible, and genuinely transformative, you’ll feel right at home here.

• First to roll out vehicles in both Europe and the USA on public roads without a human being inside & currently the 2nd largest commercial, driverless car fleet in the Western World.
• We've partnered with Kodiak to bring remote-driving technology to autonomous trucks in the US, showcasing our ability to integrate our system into heavy-duty commercial vehicles and expand the applications of our tech across the US.
• We’ve completed over 150,000 trips so far and are busy multiplying our Las Vegas fleet just to meet demand!
• ...And soon we’ll be expanding across the US & Europe

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.

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.

Own the end-to-end analysis of customer friction points, from onboarding and booking to vehicle…