Head of CX - AI, Automation and Tools

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 SaaS company.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.