com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.
Working model - Remote from Spain, Portugal or Romania
Contract - Full time (36 h/week)
Take end-to-end ownership of key areas of a new AI-ready back-office and customer operations platform, including cloud omnichannel migrations (with direct Zendesk implementation involvement).
Help define the future operational model, solution design, workflow logic, service-level rules, taxonomy, and data structures in collaboration with business and technology stakeholders.
Scope and deliver AI-enabled solutions (such as conversational AI, intelligent triage and routing, agent assist/copilot tools, generative replies, automated summarization, or quality monitoring).
Structure operational knowledge and content so that it is reliably usable by both agents and AI systems.




Critically evaluate where AI and automation genuinely add value versus where they risk degrading the user experience or simply shifting complexity elsewhere.
Lead implementation from discovery through configuration, migration, testing, cutover, and post go-live stabilization.
Design the operational reporting framework in new systems and ensure continuity with existing performance baselines.
Act as the key connector between CS Operations, Product, IT, Data, and Machine Learning teams.
Drive platform adoption through structured enablement, training, and change management engagement.
Monitor performance after launch, measuring real impact against established operational KPIs to prove the change delivered what it promised.
Around 5 years of experience in transformation delivery, product ownership, business analysis, or systems implementation in medium to large organisations.
Direct hands-on experience implementing, configuring, or operating leading cloud customer service platforms; direct Zendesk implementation exp

📌 Implementation Consultant (España)
🏢 Lastminute.Com
📍 España