We are looking for a Head of CX – AI, Automation, and Tools to join our team.
The Head of CX – AI, Automation, and Tools role is a unique opportunity to join a highly motivated, customer-centric team striving for excellence. We are shifting gears to an AI-first approach in a super-fast-paced environment. Our goal is to make the customer experience a competitive advantage in the hospitality industry by ensuring our processes are not just defined, but supercharged by intelligent automation.
You will be a hands-on leader-architecting flows in n8n/Make, leading a small group of elite talent, and owning a significant share of the day-to-day operations of our CX.
Responsibilities
AI & Automation Architecture (Hands-on)
Build and Deploy AI Solutions: Take a hands-on role in designing, building, and deploying AI-based automations to revolutionize how we support customers and reduce manual work.
Workflow Engineering: Utilize n8n or Make to architect complex, robust workflows that integrate various CX tools.
Client Facing chatbot – defining the priorities roadmap and requirements for our home grown client facing chatbot – built on AWS AgentCore, Langchain and utilizing multiple AI models.
CX AI Agents management and orchestration – building, deploying and monitoring multiple AI agents that cover all areas of the CX operations including data analysis, knowledge, training, support , quality and more.
Tool Administration: Administration and configuration of all CX tools, including finding or replacing tools as needed to keep our stack cutting-edge.
Leadership & Strategy
Talent Management: Manage a small team of highly talented individuals, fostering a culture of innovation and speed.
Process Ownership: Ownership of existing processes in the CX team and defining new processes as needed to support KPIs.
Cross-Department Interface: Define and manage the interface and processes CX has with other departments (BI, CS, Product, OB) and between the various CX teams.
Data & Tools
Data-Driven Improvement: Oversee the CX KPI reporting and work with the BI team to continuously improve our data and dashboards.
Tech Stack: Oversee the CX tech stack (Zendesk, Tymeshift, Airtable and various internally built tools) , continuously introducing new tools and approaches.
The Head of CX – AI, Automation, and Tools role is a unique opportunity to join a highly motivated, customer-centric team striving for excellence. We are shifting gears to an AI-first approach in a super-fast-paced environment. Our goal is to make the customer experience a competitive advantage in the hospitality industry by ensuring our processes are not just defined, but supercharged by intelligent automation.
You will be a hands-on leader-architecting flows in n8n/Make, leading a small group of elite talent, and owning a significant share of the day-to-day operations of our CX.
Responsibilities
AI & Automation Architecture (Hands-on)
Build and Deploy AI Solutions: Take a hands-on role in designing, building, and deploying AI-based automations to revolutionize how we support customers and reduce manual work.
Workflow Engineering: Utilize n8n or Make to architect complex, robust workflows that integrate various CX tools.
Client Facing chatbot – defining the priorities roadmap and requirements for our home grown client facing chatbot – built on AWS AgentCore, Langchain and utilizing multiple AI models.
CX AI Agents management and orchestration – building, deploying and monitoring multiple AI agents that cover all areas of the CX operations including data analysis, knowledge, training, support , quality and more.
Tool Administration: Administration and configuration of all CX tools, including finding or replacing tools as needed to keep our stack cutting-edge.
Leadership & Strategy
Talent Management: Manage a small team of highly talented individuals, fostering a culture of innovation and speed.
Process Ownership: Ownership of existing processes in the CX team and defining new processes as needed to support KPIs.
Cross-Department Interface: Define and manage the interface and processes CX has with other departments (BI, CS, Product, OB) and between the various CX teams.
Data & Tools
Data-Driven Improvement: Oversee the CX KPI reporting and work with the BI team to continuously improve our data and dashboards.
Tech Stack: Oversee the CX tech stack (Zendesk, Tymeshift, Airtable and various internally built tools) , continuously introducing new tools and approaches.
Requirements:
Technical & Professional Expertise
AI Builder: Proven, hands-on experience building and deploying AI-based automations and solutions.
Automation Expert: Deep, hands-on expertise with n8n or Make (formerly Integromat).
Information Systems: Experience with information systems and process automation from a global or international company.
Data Oriented: Strong interest in BI and numbers-based decision-making.
Experience managing CX operations is a big advantage.
Leadership & Mindset
High-Velocity Mindset: Ability to thrive in a super fast-paced environment, managing multiple priorities with a positive disposition.
Team Management: Experience managing multidisciplinary teams (specifically small, high-performance squads).
Communication: Fluent English with excellent communication skills.
Customer Focus: Tech-savvy with an understanding of the customer journey.
Bonus Points:
Experience in the hospitality, hotel, and travel industry.
Experience working in a global B2B SaaS company- an advantage.
Technical & Professional Expertise
AI Builder: Proven, hands-on experience building and deploying AI-based automations and solutions.
Automation Expert: Deep, hands-on expertise with n8n or Make (formerly Integromat).
Information Systems: Experience with information systems and process automation from a global or international company.
Data Oriented: Strong interest in BI and numbers-based decision-making.
Experience managing CX operations is a big advantage.
Leadership & Mindset
High-Velocity Mindset: Ability to thrive in a super fast-paced environment, managing multiple priorities with a positive disposition.
Team Management: Experience managing multidisciplinary teams (specifically small, high-performance squads).
Communication: Fluent English with excellent communication skills.
Customer Focus: Tech-savvy with an understanding of the customer journey.
Bonus Points:
Experience in the hospitality, hotel, and travel industry.
Experience working in a global B2B SaaS company- an advantage.
This position is open to all candidates.
