Director of CX Operations – AI, Automation, Billing & Payments

About the role

Guesty is seeking a senior leader to drive the next generation of customer experience (CX) operations. The Director of CX Operations – AI, Automation, Billing & Payments will shape AI‑first workflows, oversee billing and payment processes, and ensure the CX technology stack delivers scalable, data‑driven service for hospitality partners worldwide.

Key responsibilities

• Design, build and deploy AI‑powered solutions and automations using n8n, Make and Claude to streamline CX operations.
• Architect complex, scalable workflows that integrate multiple CX and business systems.
• Own the roadmap and requirements for Guesty’s client‑facing chatbot built on AWS AgentCore and LangChain.
• Develop, monitor and continuously improve a network of AI agents for data analysis, knowledge management, training, support and quality.
• Lead day‑to‑day Billing & Payment operations, ensuring accurate invoicing, refunds and payment processing.
• Manage CX KPI reporting, collaborate with the BI team to enhance data quality, dashboards and operational visibility.
• Oversee the CX technology ecosystem (Zendesk, Tymeshift, Airtable, internal tools) and evaluate emerging automation opportunities.

Required profile

• Proven experience leading CX or operations teams in a fast‑growing SaaS environment.
• Strong analytical mindset with a track record of data‑driven process improvement.
• Hands‑on technical leadership, comfortable building and iterating on automation solutions.
• Excellent communication skills to align cross‑functional stakeholders.

Required skills

• n8n
• Make (formerly Integromat)
• Claude (AI model)
• AWS AgentCore
• LangChain
• Zendesk
• Tymeshift
• Airtable