CX Project Manager (AI)

Location: Hybrid in London, United Kingdom, with 2 days per week in the London office

Company

hirify.global connects travelers with content, guidance, and marketplaces for experiences, accommodations, restaurants, and other travel categories through brands including hirify.global, Viator, and TheFork.

What you will do

• Lead end-to-end AI and automation projects for Customer Service Operations, from discovery and scoping through deployment and review.
• Build and maintain an AI initiative roadmap aligned with customer service OKRs and business priorities.
• Manage timelines, budgets, risks, stakeholder communications, and multiple concurrent workstreams.
• Coordinate internal engineering teams and external vendors to integrate AI solutions with CRM, telephony, and related platforms.
• Monitor chatbot containment, CSAT, deflection, agent workload, and other performance metrics to drive continuous improvement.
• Lead change management, workshops, training, documentation, and executive reporting while embedding responsible AI practices.

Requirements

• 3+ years of project management experience, ideally in customer service, contact centre, or CX environments.
• Experience delivering AI, automation, or digital transformation projects, including conversational AI, RPA, NLP, or knowledge management tools.
• Strong understanding of customer service operations, contact-centre metrics, workflows, and team structures.
• Strong stakeholder management skills and the ability to explain technical concepts to non-technical audiences.
• Experience with Agile, Scrum, Waterfall, or hybrid project management methodologies, plus data-driven performance tracking.
• Familiarity with AI data privacy obligations, including UK GDPR.

Nice to have

• Experience with Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar AI/CX platforms.
• Knowledge of LLMs, prompt engineering, and generative AI use cases in customer service.
• Project management certification such as PMP, PRINCE2, APM, or SAFe.
• Background in change management, employee engagement, or learning and development.

Culture & Benefits

• Remote-friendly collaboration model with flexibility to work on-site as often as required by the team.
• Flexible scheduling designed to support work-life balance.
• Annual bonuses, donation matching, tuition assistance, lifestyle benefits, and travel perks.
• Health coverage, an employee assistance program, and a referral scheme.
• Culture focused on travelers, agile data-driven execution, collaboration, inclusion, and accessibility.