Project Operations Coordinator (AI)

Location: Hybrid in London, United Kingdom, requiring attendance at the London office 2–3 days per week/month.

Company

hirify.global connects travelers with experiences, accommodations, restaurants, and other travel services through content, technology, and two-sided marketplaces.

What you will do

• Prepare operational reports for leadership using traveler sentiment, support analytics, and AI bot performance data.
• Track AI-driven support projects, including automated traveler triage, AI copilots for support agents, and self-service knowledge bases.
• Monitor timelines and deliverables across Support, Engineering, Product, and Supply teams.
• Identify friction in support ticketing and use AI automation to reduce response times for urgent, in-destination traveler inquiries.
• Coordinate training and alignment for frontline support teams adopting new AI processes and standard operating procedures.

Requirements

• 2–4 years of experience in customer operations, CX project management, or travel tech operations.
• Hands-on experience with AI-driven customer service platforms such as Zendesk AI, Intercom, or Salesforce, plus workflow automation.
• Ability to drive cross-functional accountability, remove project bottlenecks, and keep high-stakes deliverables on schedule.
• Strong written and verbal communication, including the ability to turn complex operational data into clear business updates.
• Understanding of traveler pain points before, during, and after booked experiences.

Nice to have

• Experience in travel, hospitality, or marketplace platforms for tours, attractions, or activities.
• Experience deploying generative AI features or automated chat resolution systems.
• Project management certification or coursework such as CAPM, Scrum Master, or PMP.
• Experience in a fast-paced technology, startup, or rapidly scaling corporate environment.

Culture & Benefits

• Remote-friendly collaboration with flexibility to work onsite as often as preferred or required by the team, subject to the role’s hybrid London office requirement.
• Flexible scheduling and a focus on work-life balance.
• Competitive compensation with base salary and annual bonuses.
• Health benefits, employee assistance, tuition assistance, lifestyle benefits, donation matching, and travel perks.
• Inclusive and accessible candidate and employee experience.