CX Project & Incident Manager

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.