[Hiring] Head of Transformation, CX & Operations @Holafly

Role Description

Reporting directly to the Chief Customer Experience Officer (CCXO), you will be their strategic right hand - translating vision into execution and ensuring the highest-priority challenges across CX and Operations are driven to impact.

This is not a coordination role. You will own problems end-to-end:

• Diagnosing them with data
• Building the case for change
• Orchestrating cross-functional teams to deliver
• Communicating progress to leadership with clarity and conviction

Think of it as the best parts of consulting - sharp thinking, high-stakes problems, real variety - with the added dimension of genuine ownership and long-term impact. As Holafly scales, this role is designed to evolve: for the right person, it is a springboard into owning a line function or leading a major domain within the business.

What You'll Do

• Drive Strategic Initiatives: Own end-to-end execution of the CCXO's highest-priority projects - from initial scoping and stakeholder alignment through to measurable delivery.
• Build the Business Case: Architect data-backed frameworks, ROI models, and investment proposals that justify and prioritise operational and commercial decisions.
• Work Independently with Data: Use SQL and financial modelling to validate hypotheses, diagnose friction points, and track the success of transformation initiatives.
• Orchestrate Cross-Functional Delivery: Manage by influence across Product, Tech, Marketing, and Ops.
• Communicate with Impact: Turn complex, ambiguous problems into crisp executive narratives.
• Fix What's Broken: Deep-dive into underperforming processes and redesign them for global scale.

Qualifications

• 5 - 7 years of experience in top-tier management consulting (MBB, Big 4 Strategy), an internal strategy or transformation function at a high-growth scale-up, or a senior operations/chief of staff role with demonstrable P&L or delivery accountability.
• Advanced SQL proficiency and comfort building analytical models from scratch.
• Exceptional ability to craft compelling executive presentations and written narratives.
• A demonstrable history of taking projects from ambiguous brief to measurable impact in fast-moving environments.
• You know how to apply AI trends and can build the case for AI adoption.

Bonus Points

• 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 Success Looks Like in Your First 12 Months

• You have taken full ownership of at least two high-priority CCXO initiatives, delivering measurable outcomes with clear before/after data.
• You have built a repeatable framework for how transformation projects are scoped, tracked, and communicated across the CX org.
• The CCXO relies on you as their primary thinking partner.
• Cross-functional stakeholders (Product, Tech, Ops) know who you are and trust you to get things done.

Compensation & Benefits

• Salary: Competitive, benchmarked to your experience and the market.
• Remote-First: 100% remote with full flexibility and a high-trust ownership culture.
• Leadership Access: Direct exposure to C-suite decision-making on the most critical challenges in the business.
• Growth Trajectory: As Holafly scales, this role is built to grow with you.
• Impact: You will work on problems that directly shape the experience of millions of travellers worldwide.