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CX Project & Incident Manager

June 9, 2026

<h3>Company Overview </h3>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.<h3>The Role </h3>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.<h3>Key Responsibilities </h3><ul><li>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.</li><li>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.</li><li>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.</li><li>Elevate Incident Governance: Mentor the internal Incident Lead to professionalize day-to-day issue management, establishing the standards for efficiency and executive visibility.</li><li>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.</li><li>Drive Continuous Resilience: Transform incident post-mortems and project "lessons learned" into a strategic backlog for the Customer Journeys team to prevent future friction.</li></ul><h3>Qualifications </h3><ul><li>Proven Project Management Leadership: Extensive experience delivering complex, cross-functional projects in a fast-paced tech or scale-up environment.</li><li>Experience in Service Model Scaling: Demonstrated track record of building and implementing operational hubs or BPO partnerships from the ground up.</li><li>Crisis Management Mastery: Deep experience leading large-scale incident responses with a focus on structured communication and rapid recovery.</li><li>Executive Presence: Exceptional ability to translate technical chaos into clear, calm, and actionable executive summaries for senior stakeholders.</li><li>High Autonomy & Ownership: A self-starter who can navigate ambiguity and coordinate diverse teams (Product, Carriers, Tech) without direct authority.</li><li>Structured Thinking: Ability to apply Lean or Agile principles to project execution, focusing on velocity and effective delivery.</li></ul><h3>Bonus Points </h3><ul><li>PMP, Prince2, or Agile certification.</li><li>Deep understanding of COPC standard methodology or similar high-performance CX frameworks.</li><li>Background in the eSIM, Telecom, or Travel sectors.</li></ul><h3>Benefits & Perks </h3><ul><li>Remote-first culture with total flexibility to ensure a healthy work-life harmony.</li><li>Real ownership and autonomy to shape the global experience of millions of travellers.</li><li>A high-impact role within a rapidly scaling global leader.</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...