Head of Strategic Initiatives - Customer Experience & Operations

Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Head of Strategic Initiatives role at Holafly, a high-growth eSIM scale-up. Reporting to the CCXO, you'll own end-to-end execution of strategic projects across Customer Experience and Operations, combining management consulting-style problem-solving with genuine ownership and long-term impact. Requires 5-7 years of experience in consulting, strategy, or operations; advanced SQL and financial modelling skills; exceptional communication; and AI fluency to drive transformation.

Exigences clés (estimation)

Own end-to-end execution of CCXO's highest-priority strategic projects from scoping through measurable delivery
Build data-backed business cases, ROI models, and investment proposals to justify operational and commercial decisions
Use SQL and financial modelling independently to validate hypotheses and track transformation initiative success
Orchestrate cross-functional delivery across Product, Tech, Marketing, and Operations through influence
Communicate complex problems as crisp executive narratives for board updates and strategic proposals
Deep-dive into underperforming processes and redesign them for global scale

Compétences

Advanced SQL and independent financial modellingStrategic problem-solving and business case developmentExecutive communication and storytellingCross-functional orchestration and influence without formal authorityAI fluency and ability to identify AI applications for operational leverageData-driven hypothesis validation and analytical rigour

Niveau estimé

Senior-level role requiring 5-7 years of experience in management consulting, internal strategy/transformation at high-growth companies, or senior operations/chief of staff positions with demonstrated P&L or delivery accountability. Ideal candidates have proven track records of driving measurable impact in complex, fast-moving environments.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Télétravail
Fonction: Opérations
Secteur: Télécoms
Langues: Anglais, Espagnol

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

Reporting directly to the Chief Customer Experience Officer, you will serve as their strategic partner, translating vision into execution and driving high-priority challenges across Customer Experience and Operations to measurable impact. This is an end-to-end ownership role where you diagnose problems with data, build cases for change, orchestrate cross-functional teams, and communicate progress to leadership with clarity and conviction.

Main Responsibilities

Own end-to-end execution of the CCXO's highest-priority strategic projects, from scoping and stakeholder alignment through measurable delivery
Architect data-backed frameworks, ROI models, and investment proposals that justify operational and commercial decisions
Use SQL and financial modelling independently to validate hypotheses, diagnose friction points, and track transformation initiative success
Orchestrate cross-functional delivery across Product, Tech, Marketing, and Operations through influence and alignment
Transform complex problems into crisp executive narratives for board updates, strategic proposals, and post-mortems
Deep-dive into underperforming processes and redesign them for global scale

What We're Looking For

Experience: 5-7 years in top-tier management consulting (MBB), internal strategy/transformation at a high-growth scale-up, or senior operations/chief of staff role with P&L accountability
Analytical Rigour: Advanced SQL proficiency and ability to build analytical models from scratch without waiting for reports
Communication: Exceptional storytelling and ability to craft compelling executive presentations and written narratives
Execution Track Record: Demonstrated history of taking projects from ambiguous briefs to measurable impact in fast-moving environments
AI Fluency: Ability to identify and apply AI tools (generative, agentic, analytical) to replace manual effort, improve customer outcomes, and unlock operational leverage; capacity to build adoption cases for non-technical stakeholders

Bonus Qualifications

Experience in digital transformation, product-led growth, or travel-tech environments
Hands-on experience leveraging AI to transform contact centre operations
Fluency in Spanish
Exposure to customer experience operations or CX metrics (NPS, CSAT, CES, churn)

What We Offer

100% remote with full flexibility and high-trust ownership culture
Direct exposure to C-suite decision-making on critical business challenges
Clear growth trajectory with path toward owning a line function or domain leadership position
Opportunity to impact the experience of millions of travellers worldwide

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .