Head of Customer Experience & Automation

The posting, as Vay wrote it

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.

What’s happening at Vay

• 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 🚀

Why this role is exciting

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.

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.

What you'll be driving

AI & Process Automation

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 optimiz
[…]
fortable working onsite in Las Vegas and value close collaboration with the team.

Nice to have

Experience with AI agents, LLM-powered applications, conversational AI, voice automation, or workflow orchestration.

Experience in a consumer-facing technology company, mobility, transportation, or another real-time service environment.

Familiarity with customer support platforms such as Zendesk, Intercom, or Salesforce.

Experience working with customer-facing operational teams or managing people managers.

Experience with claims processing, payment recovery, or other operationally complex customer workflows.

Background at a high-growth startup or in a hands-on technology transformation role.

Why choose Vay

💪 A global team of smart, motivated people from 30+ countries who love tackling hard problems and turning bold ideas into reality.

🌍 Huge scope for impact in a fast paced environment

💰 Stock Options: A stake in Vay’s future - not just a salary.

🌴 Flexible Paid Vacation Days

🎫 401(k) programme

🏥 Health, Dental & Vision Insurance

🚗 All Vay team members receive 30% off their Vay rides

🏋️♂️ Wellness Hub free gym access & wellness app subscriptions

🛍️ Exclusive external discounts

✈️ Relocation financial assistance when relocating to Las Vegas

🎊 Regular team events throughout the year
For more information on Vay’s physical demands, working environments and safety requirements, you can review this link . We’ll also cover anything specific to this role during the first interview.

We’d love to stay connected for future opportunities, so feel free to include your LinkedIn profile when you apply.

We welcome applications from all backgrounds and experiences. If you’re excited about shaping something truly groundbreaking, we’d be happy to hear from you.

Curious to experience Vay yourself? In Las Vegas? Use the code VAYCANDIDATE for $10 off your first trip in Las Vegas! Download the "Vay" app from the Apple or Google Play store & off you go!