CX AI Automation Leader — Remote & Flexible Hours

Holafly; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

100% remote flexibility

Flexible working hours

Ownership and autonomy

Job summary

Holafly is seeking a Head of CX Automation & AI to own and scale the company’s AI and automation strategy across the CX landscape, spanning both customer-facing and agent-facing experiences. You will lead and develop a dedicated team, drive automated resolution, and contribute to global brand loyalty for millions of travelers.

The role emphasizes governance, vendor relationships, and end-to-end automation architecture, including chatbot platforms, agent tools, and incident management.

Qualifications

• Proven track record defining, deploying, and scaling LLM, chatbot, and AI-driven automation in live CX environments.
• Experience coaching and elevating technical teams beyond direct management.
• Deep knowledge of NLP, prompt engineering, data workflows, and conversational architecture.

Responsibilities

• Own and scale the AI and automation strategy across the CX landscape, embedding AI into key user journeys.
• Lead roadmap and project planning, coordinating with Product and Project Managers.
• Grow and mentor the AI & Automation team, building on strengths and raising engineering practices.

Skills

LLM integration

NLP

Prompt engineering

Automation

Team leadership

Vendor management

Job description

Holafly is seeking a Head of CX Automation & AI to own and scale the company’s AI and automation strategy across the CX landscape, spanning both customer-facing and agent-facing experiences. You will lead and develop a dedicated team, drive automated resolution, and contribute to global brand loyalty for millions of travelers.

The role emphasizes governance, vendor relationships, and end-to-end automation architecture, including chatbot platforms, agent tools, and incident management.