Holafly

Head of CX Automation & AI

Maroc

CDI / Temps pleinTélétravailAnglaisOpérationsInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Lead Holafly's AI and automation strategy as Head of CX Automation & AI. Own the comprehensive AI roadmap across customer and agent-facing experiences, architect scalable CX automation infrastructure, and lead a technical team to maximize automated resolution and drive customer satisfaction for millions of travelers globally. Manage vendor relationships, establish AI governance frameworks, and report on business outcomes including cost savings and containment metrics.

Vos missions

  • Own and scale AI and automation strategy across customer-facing and agent-facing CX experiences, identifying high-impact opportunities for conversational AI and automation.
  • Lead team roadmap, project planning, and resource allocation while collaborating with Product and Project Managers on cross-functional initiatives.
  • Lead and grow the AI & Automation team, raising the technical bar in engineering practices, automation architecture, and AI implementation.
  • Architect and refine CX automation infrastructure including chatbots, CX platforms, and agent-facing tools with frictionless bot-to-human handovers.
  • Track and act on CX metrics (CCR, deflection rate, FCR, CSAT, intent recognition accuracy) and report cost-per-contact savings and containment outcomes to leadership.
  • Establish AI governance frameworks aligned with data privacy and regulatory requirements like the EU AI Act, and own incident management across the CX automation stack.

Profil recherché

  • You have proven experience scaling LLM and AI-driven automation projects in live production environments across broad CX ecosystems.
  • You excel at leading and coaching technical teams to elevate capability and engineering practices.
  • You combine deep technical mastery in NLP and conversational architecture with practical business acumen for vendor management and cost optimization.
  • You're passionate about establishing responsible AI governance and ensuring quality across complex, cross-functional CX initiatives.

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About Holafly

Holafly is a high-growth scale-up revolutionizing how businesses and travelers connect to the internet abroad. Since 2018, we've empowered travelers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we scale globally to support seamless, unlimited data connectivity.

Role Overview

As Head of CX Automation & AI, you will own and scale Holafly's comprehensive AI and automation strategy across the entire CX landscape. You'll refine current infrastructures, uncover high-impact opportunities to embed AI into internal processes and customer journeys, and lead a dedicated team to maximize automated resolution and drive global brand loyalty for millions of travelers.

Key Responsibilities

  • Own and scale AI and automation strategy across customer-facing and agent-facing experiences, identifying high-impact opportunities to embed conversational AI into key user journeys.
  • Lead team roadmap and project planning, prioritizing initiatives and resourcing in collaboration with Product and Project Managers.
  • Lead and grow an elite AI & Automation team, building on strengths and raising the technical bar in engineering practices and AI implementation.
  • Architect and refine CX automation infrastructure, from chatbots and CX platforms to agent-facing tools, ensuring frictionless handovers between bots and human agents.
  • Track and act on essential CX metrics including CCR, deflection rate, FCR, CSAT, and intent recognition accuracy to eliminate journey friction.
  • Report on cost-per-contact and containment-driven savings to leadership, alongside quality trade-offs.
  • Establish robust AI governance frameworks aligned with data privacy, responsible AI practices, and regulatory baselines like the EU AI Act.
  • Own incident management across the CX automation stack, ensuring fast triage and resolution of technical and customer-impacting issues.
  • Manage relationships with CX platform and AI technology providers, overseeing vendor performance, contracts, and product roadmap influence.
  • Act as hands-on AI advisor on cross-functional initiatives, ensuring AI strategy consistency across the CX ecosystem.

Required Qualifications

  • Proven track record defining, deploying, and scaling sophisticated LLM, chatbot, and AI-driven automation projects in live production environments.
  • Demonstrated experience leading and upskilling technical teams with coaching and capability-building expertise.
  • Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational architecture.
  • Expertise in conversational platform optimization, agent-facing AI tools, and context-driven human-agent fallback loops.
  • Experience managing technology vendor relationships, including commercial negotiations and SLA accountability.

Nice to Have

  • Background in travel-tech, global mobility, or hyper-growth e-commerce.
  • Familiarity with predictive analytics for intent recognition and churn modeling.
  • Experience mentoring technical talent in stronger engineering practices.

Benefits & Perks

  • 100% remote flexibility, open to candidates in EMEA, Northern Europe, or Africa.
  • Flexible working hours supporting work-life balance and well-being.
  • Real ownership and autonomy to shape the technical future of a global market leader.

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