Head of Engineering - Customer Experience

Business: Every Day Labs Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward. Role Overview: As the Head of noon Customer Experience Tech, you will own the end-to-end technical strategy and execution for Customer Experience across noon’s marketplaces. You will lead a cross-functional organization spanning engineering, product management, and program management — responsible for the backend systems, customer-facing UI, ticketing platforms, and chatbot experiences that define how noon supports its customers at scale. This is a senior leadership role with high ownership. You will set technical direction, drive execution across frontend and backend engineering, and build the team and culture required to deliver world-class customer experience technology across the region. Job Scope: Customer Experience Technical Strategy & Execution - Define and drive the technical strategy for Customer Experience across all noon marketplaces, ensuring alignment with business goals and customer experience targets. - Own the full technology stack powering customer experience — including backend systems, ticketing infrastructure, customer-facing UI, and AI-powered chatbot(s). - Translate ambiguous, zero-to-one problems into clear technical roadmaps with measurable outcomes and well-defined success criteria. - Collaborate closely with business, operations, and customer experience leaders to identify opportunities where technology can unlock disproportionate impact. Systems, Platforms & Infrastructure - Architect and evolve reliable, scalable backend systems and APIs that power ticketing workflows, agent tools, and self-service customer experiences. - Drive the design and continuous improvement of chatbot and conversational AI systems, leveraging modern NLP, LLM, and generative AI capabilities. - Ensure all customer experience platforms meet high bars for observability, reliability, and performance. - Establish and maintain engineering best practices across CI/CD, testing, monitoring, and incident response for all customer experience technology. Cross-Functional Leadership & Team Building - Lead and grow a cross-functional organization spanning frontend engineering, backend engineering, product management, and program management. - Hire, mentor, and develop senior technical and product talent to build a high-performing, deeply collaborative team. - Drive cross-team coordination, architecture decisions, documentation, and open knowledge sharing across noon’s broader engineering organization. - Partner with noon stakeholders across operations, logistics, and marketplace teams to ensure customer experience technology delivers measurable business value. Requirements: - 10+ years of experience in software engineering, with at least 5 years in a leadership role directly relevant to customer experience technology, support platforms, or a similar domain. - Proven track record of leading cross-functional technical teams across frontend, backend, product management, and program management. - Deep experience designing and operating large-scale backend systems, APIs, and distributed services in a cloud environment (AWS, GCP, or Azure). - Strong understanding of modern frontend technologies and customer-facing UI/UX best practices. - Experience building or overseeing ticketing systems, CRM integrations, or customer support platforms. - Experience with chatbot development, conversational AI, LLMs, or NLP systems is highly valued. - Strong engineering fundamentals including CI/CD, automated testing, monitoring, and data-driven decision-making. Education - Bachelor’s degree in Computer Science, Engineering, or a related technical field. - Master’s degree or MBA is a plus but not required. Who excels at noon: - We're looking for people with high standards, who understand that hard work matters. - You need to be relentlessly resourceful and operate with a deep bias for action. - We need people with the courage to be fiercely original. - noon is not for everyone; readiness to adapt, pivot, and learn is essential.