Head of Transformation, CX & Operations

About Holafly Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 destinations worldwide with secure, reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to ensure our users stay connected from the second they land - wherever their journey takes them. We're not just selling eSIMs. We're building the infrastructure of trust and experience that turns first-time buyers into lifelong travellers. The Role 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, and 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. You step in where leadership presence is required but bandwidth is limited. Build the Business Case Architect data-backed frameworks, ROI models, and investment proposals that justify and prioritise operational and commercial decisions. Your work gives leadership the confidence to move fast. Work Independently with Data Use SQL and financial modelling to validate hypotheses, diagnose friction points, and track the success of transformation initiatives - without waiting for someone else to run the numbers. Orchestrate Cross-Functional Delivery Manage by influence across Product, Tech, Marketing, and Ops. You know how to get teams aligned and moving without formal authority. Communicate with Impact Turn complex, ambiguous problems into crisp executive narratives. Whether it's a board update, a strategic proposal, or a post-mortem, your decks and written communications set the standard. Fix What's Broken Deep-dive into underperforming processes and redesign them for global scale. You're comfortable getting into the operational weeds when the situation calls for it. What We're Looking For Experience 5 - 7 years of experience, with a strong foundation in one or more of the following: 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. Analytical Rigour Advanced SQL proficiency and comfort building analytical models from scratch. You don't wait for a report - you build it, and draw the insight yourself. Storytelling & Communication Exceptional ability to craft compelling executive presentations and written narratives. You can take a messy, multi-stakeholder problem and distill it into a clear recommendation a board can act on. Execution Track Record A demonstrable history of taking projects from ambiguous brief to measurable impact in fast-moving environments. You are as comfortable in a spreadsheet as you are in a steering committee. AI Fluency & Advocacy You don't just follow AI trends - you know how to apply them. You are comfortable identifying where AI tools (generative, agentic, or analytical) can replace manual effort, improve customer outcomes, or unlock operational leverage. Critically, you can build the case for AI adoption and bring non-technical stakeholders along with you. 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 - you are the person they turn to when a problem is too important to leave unstructured 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, with a natural path toward owning a line function or domain leadership position Impact: You will work on problems that directly shape the experience of millions of travellers worldwide Holafly is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. Apply today and help us transform connectivity for the future of corporate travel and enterprise mobility. Visit us at Holafly.com to explore open positions and learn more about our mission!