Description
Who We Are
Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.
Life at Faye
At Faye, every day is a journey. Whether you’re building the next generation of travel products, coding new solutions, or helping travelers navigate the unexpected, your work here has a real impact on real people. Our team is as diverse as the destinations our travelers explore–made up of 62% women, 50% parents, and a few office pets. Since launching in 2022, we’ve accomplished what others in the travel insurance industry only dream of–and we’re just getting started. At Faye, we believe in growing together, having fun along the way, and making every day count.
What We’re Looking For
We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The Head of Customer Experience Strategy & Enablement position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.
Responsibilities
- Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
- Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
- Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
- Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
- Tooling & Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.
Requirements
- Local to Richmond, Virginia and able to work in-office with hybrid flexibility.
- 5+ years of experience leading large-scale CX, claims or call center operations, with expertise in omni-channel B2C environments.
- Proven track record of leveraging automation/AI, scaling teams and managing global operations with a tech-driven approach.
- Extensive experience in developing long-term customer experience strategies and a proven track record of improving efficiency through metrics.
Qualifications
- Data-driven mindset, with experience implementing tech solutions that scale CX and/or claims operations.
- Ability to manage flexible time zones and remain available to address urgent customer issues during non-standard hours when needed.
- Excellent communication skills, a proactive leadership style, and a deep understanding of customer behavior, expectations, and satisfaction drivers, with a passion for customer service and a commitment to continuous improvement.
- Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.
