Head of CX - AI, Automation and Tools

Description

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.

We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you. 

We are looking for a Head of CX - AI, Automation, and Tools to join our team.

The Head of CX - AI, Automation, and Tools role is a unique opportunity to join a highly motivated, customer-centric team striving for excellence. We are shifting gears to an AI-first approach in a super-fast-paced environment. Our goal is to make the customer experience a competitive advantage in the hospitality industry by ensuring our processes are not just defined, but supercharged by intelligent automation.

You will be a hands-on leader—architecting flows in n8n/Make, leading a small group of elite talent, and owning a significant share of the day-to-day operations of Guesty CX.

Responsibilities

AI & Automation Architecture (Hands-on)

• Build and Deploy AI Solutions: Take a hands-on role in designing, building, and deploying AI-based automations to revolutionize how we support customers and reduce manual work.
• Workflow Engineering: Utilize n8n or Make to architect complex, robust workflows that integrate various CX tools.
• Client Facing chatbot - defining the priorities roadmap and requirements for our home grown client facing chatbot - built on AWS AgentCore, Langchain and utilizing multiple AI models. 
• CX AI Agents management and orchestration - building, deploying and monitoring multiple AI agents that cover all areas of the CX operations including data analysis, knowledge, training, support , quality and more. 
• Tool Administration: Administration and configuration of all CX tools, including finding or replacing tools as needed to keep our stack cutting-edge.

Leadership & Strategy

• Talent Management: Manage a small team of highly talented individuals, fostering a culture of innovation and speed.
• Process Ownership: Ownership of existing processes in the CX team and defining new processes as needed to support KPIs.
• Cross-Department Interface: Define and manage the interface and processes CX has with other departments (BI, CS, Product, OB) and between the various CX teams.

Data & Tools

• Data-Driven Improvement: Oversee the CX KPI reporting and work with the BI team to continuously improve our data and dashboards.
• Tech Stack: Oversee the CX tech stack (Zendesk, Tymeshift, Airtable and various internally built tools) , continuously introducing new tools and approaches.

Requirements

Technical & Professional Expertise

• AI Builder: Proven, hands-on experience building and deploying AI-based automations and solutions.
• Automation Expert: Deep, hands-on expertise with n8n or Make (formerly Integromat).
• Information Systems: Experience with information systems and process automation from a global or international company.
• Data Oriented: Strong interest in BI and numbers-based decision-making.
• Experience managing CX operations is a big advantage.

Leadership & Mindset

• High-Velocity Mindset: Ability to thrive in a super fast-paced environment, managing multiple priorities with a positive disposition.
• Team Management: Experience managing multidisciplinary teams (specifically small, high-performance squads).
• Communication: Fluent English with excellent communication skills.
• Customer Focus: Tech-savvy with an understanding of the customer journey.

Bonus Points

• Experience in the hospitality, hotel, and travel industry.
• Experience working in a global B2B