Company Overview

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 and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We're not just connecting people-we're enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

You will be the high-velocity engine for the CX area, responsible for orchestrating strategic company-wide projects and leading the response to critical service incidents. You are a leader who thrives under pressure, capable of managing complex timelines and scaling operational delivery models-including the design and implementation of third-party partner ecosystems (BPO)-to ensure world-class service at scale.

Key Responsibilities

• Orchestrate Strategic Deliveries: Lead the E2E execution of CX's most ambitious projects, coordinating across Product, Tech, and Carriers to ensure high-quality, on-time delivery.

• Scale Operational Ecosystems: Act as the primary architect for new service delivery models, managing the technical and operational implementation of BPO partners from the ground up to support our global growth.

• Lead "Tier 1" Incident Command: Take full ownership of high-impact service disruptions, driving the resolution strategy and providing real-time, structured reporting to Holafly's senior leadership.

• Elevate Incident Governance: Mentor the internal Incident Lead to professionalize day-to-day issue management, establishing the standards for efficiency and executive visibility.

• Cross-Functional Coordination: Serve as the central point of contact between CX, Tech, and external partners to ensure dependencies are managed and timelines are respected across the business.

• Drive Continuous Resilience: Transform incident post-mortems and project "lessons learned" into a strategic backlog for the Customer Journeys team to prevent future friction.

Qualifications

• Proven Project Management Leadership: Extensive experience delivering complex, cross-functional projects in a fast-paced tech or scale-up environment.

• Experience in Service Model Scaling: Demonstrated track record of building and implementing operational hubs or BPO partnerships from the ground up.

• Crisis Management Mastery: Deep experience leading large-scale incident responses with a focus on structured communication and rapid recovery.

• Executive Presence: Exceptional ability to translate technical chaos into clear, calm, and actionable executive summaries for senior stakeholders.

• High Autonomy & Ownership: A self-starter who can navigate ambiguity and coordinate diverse teams (Product, Carriers, Tech) without direct authority.

• Structured Thinking: Ability to apply Lean or Agile principles to project execution, focusing on velocity and effective delivery.

Bonus Points

• PMP, Prince2, or Agile certification.

• Deep understanding of COPC standard methodology or similar high-performance CX frameworks.

• Background in the eSIM, Telecom, or Travel sectors.

Benefits & Perks

• Remote-first culture with total flexibility to ensure a healthy work-life harmony.

• Real ownership and autonomy to shape the global experience of millions of travellers.

• A high-impact role within a rapidly scaling global leader.