CX Automation & AI Leader — Remote

Holafly; Dublin; Remote; 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-driven customer experience strategy. You will lead a dedicated team, optimize automation across chatbots and agent tooling, and drive measurable improvements in containment, CSAT, and efficiency.

You will govern AI governance, collaborate with Product and IT, and manage vendor relationships while delivering high-impact, global CX outcomes.

Qualifications

• Proven track record of defining, deploying, and scaling AI-driven automation projects in live CX environments.
• Experience leading technical teams and elevating capability beyond direct reports.
• Deep expertise in NLP, prompt engineering, and conversational architecture.

Responsibilities

• Own and scale Holafly's AI and automation strategy across CX, spanning customer-facing and agent-facing experiences.
• Lead roadmap, planning, and resourcing; collaborate with Product and Project Managers on key initiatives.
• Grow and coach the AI & Automation team, raising engineering standards and AI implementation quality.
• Architect and refine CX automation infrastructure, including chatbots, CX platforms, and agent tools.
• Track CX metrics (CSAT, FCR, containment, escalation) and report cost-per-contact savings to leadership.
• Establish AI governance aligned with data privacy and EU guidelines; manage incidents across the CX stack.

Skills

LLM automation

Leadership & coaching

NLP & prompt engineering

Conversational AI

Vendor management

Tools

AI platforms

Job description

Holafly is seeking a Head of CX Automation & AI to own and scale the company’s AI-driven customer experience strategy. You will lead a dedicated team, optimize automation across chatbots and agent tooling, and drive measurable improvements in containment, CSAT, and efficiency.

You will govern AI governance, collaborate with Product and IT, and manage vendor relationships while delivering high-impact, global CX outcomes.