Head of CX Automation, AI

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Take charge of and expand Holafly's strategy for AI and automation throughout the entire customer experience (CX) landscape, encompassing both customer-facing and agent-facing interactions, while identifying and prioritizing significant opportunities to integrate conversational AI and automation into essential user journeys, unrestricted by any single tool or channel.

• Direct the team's project planning and roadmap, prioritizing initiatives and resource allocation; work in conjunction with Product and Project Managers on specific initiatives that necessitate this team's execution.

• Lead and develop a premier AI & Automation team (currently [X people]), collaborating closely with the existing team manager within the broader framework, enhancing the team's capabilities, and elevating engineering practices, automation architecture, and AI implementation standards.

• Design and continuously improve the CX automation infrastructure, from chatbots and CX platforms to tools for agents (e.g., agent assist, QA automation), ensuring seamless, context-aware transitions between automated systems and human agents.

• Regularly monitor and act upon key CX and automation metrics, including CCR (containment rate), deflection rate, escalation rate, FCR, CSAT, drop-off rate, repeat contact rate, and intent recognition accuracy, merging quantitative interaction data with qualitative Voice of Customer insights to proactively remove journey friction.

• Report on cost-per-contact and savings driven by containment as outcomes of this work, along with any associated quality trade-offs, to senior leadership.

• Develop strong AI governance frameworks that comply with data privacy, responsible AI practices, and international regulatory standards such as the EU AI Act.

• Manage incident response across the CX automation stack, addressing both technical challenges (outages, bugs) and customer-impacting issues (e.g., problematic automated responses), ensuring rapid triage, resolution, and clear communication.

• Oversee relationships with CX platform and AI technology providers, managing vendor performance, contract negotiations, commercial terms, influencing product roadmaps, and handling escalations, while assessing vendor suitability as the business evolves.

• Serve as a hands-on AI consultant and stakeholder for self-service and cross-functional initiatives led by Product, IT, and Customer Journeys teams, ensuring the AI strategy remains consistent and of high quality across the entire CX ecosystem, even where execution responsibility lies outside this team.

⛳️ Requirements

• A proven history of defining, implementing, and scaling advanced LLM, chatbot, and AI-driven automation projects across a wide-ranging CX ecosystem in live production settings.

• Demonstrated ability to lead and enhance technical teams, with a focus on coaching and developing capabilities rather than solely directing.

• In-depth technical expertise in NLP, prompt engineering, complex data workflows, and conversational architecture, with the ability to translate that knowledge into actionable guidance for the team.

• Proficiency in optimizing conversational platforms, agent-facing AI tools, and context-sensitive human-agent fallback mechanisms.

• Experience in managing technology vendor relationships, encompassing commercial negotiations and ensuring providers meet SLAs and roadmap commitments.

🏝️ Benefits

• Full 100% remote flexibility, welcoming candidates from EMEA, Northern Europe, or Africa.

• Flexible working hours that promote work-life balance and well-being.

• Genuine ownership and autonomy to influence the technical trajectory of a global market leader.