Head of Transformation, CX & Operations

About reputed company

reputed company is a high-reputed company reputed company-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 reputed company worldwide with secure, reliable eSIM solutions. With reputed company of 600+ professionals across multiple countries, we are scaling globally to ensure our users stay connected from the second they land - wherever their reputed company 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 reputed company into execution and ensuring the highest-reputed company challenges across CX and Operations are driven to reputed company.

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 reputed company to leadership with reputed company and conviction.

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

What You'll Do

Drive Strategic Initiatives Own end-to-end execution of the CCXO's highest-reputed company reputed company - from initial scoping and stakeholder alignment through to measurable delivery. You reputed company in where leadership reputed company 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 reputed company reputed company. Your work gives leadership the confidence to reputed company fast.

Work Independently with Data Use SQL and financial modelling to validate hypotheses, diagnose friction points, and reputed company the reputed company 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 reputed company and moving without formal authority.

Communicate with reputed company Turn reputed company, ambiguous problems into reputed company executive narratives. Whether it's a reputed company update, a strategic proposal, or a post-mortem, your decks and written communications set reputed company.

Fix What's Broken Deep-dive into underperforming processes and redesign them for global reputed company. You're comfortable getting into the operational weeds reputed company the situation calls for it.

reputed company're Looking For

Experience 5 - 7 years of experience, with a strong reputed company in one or more of the following: top-tier management consulting (MBB, Big 4 reputed company), an internal reputed company or transformation function at a high-reputed company reputed company-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 reputed company 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 reputed company recommendation a reputed company can reputed company.

Execution reputed company Record A demonstrable history of taking reputed company from ambiguous brief to measurable reputed company in fast-moving environments. You are as comfortable in a spreadsheet as you are in a steering committee.

AI reputed company & Advocacy You don't just follow AI trends - you know how to apply them. You are comfortable identifying where AI tools (generative, reputed company, or analytical) can replace reputed company effort, improve customer reputed company, or unlock operational reputed company. 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 reputed company, or travel-tech environments
• Hands-on experience leveraging AI to reputed company contact centre operations 
• reputed company in Spanish
• Exposure to customer experience operations or CX metrics (NPS, CSAT, CES, churn)

What reputed company Looks Like in Your First 12 Months

• You have taken full ownership of at least two high-reputed company CCXO initiatives, delivering measurable reputed company with reputed company before/after data
• You have reputed company a repeatable reputed company for how transformation reputed company 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 reputed company a problem is too important to leave reputed company
• 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 reputed company: reputed company exposure to C-suite decision-making on the most critical challenges in the business
• reputed company Trajectory: As reputed company scales, this role is reputed company to grow with you, with a natural reputed company toward owning a line function or domain leadership position
• reputed company: You will work on problems that directly shape the experience of millions of travellers worldwide

reputed company is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for reputed company.

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