CS Transformation & Implementation Specialist Location: Madrid, MD, es, Remote

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Company Description
com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. 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 experience is required (in an implementation, business analysis, or operations capacity).
Strong discovery and solution design skills, including BPMN workflow modeling, requirement gathering, and data classification/taxonomy design.
Advanced proficiency in operational data analysis (Excel, Google Sheets, BI tools) with a focus on baselining, KPI tracking, and impact measurement.
Fluency in English, both spoken and written (mandatory).
Zendesk certification (e.g., Zendesk Support Administrator Expert, Zendesk Administrator).
Background in large‑scale customer service, back‑office platforms, CRM systems,



or complex process transformation initiatives.
Working knowledge of Agile methodologies (Scrum/Kanban) or Agile certifications (e.g., PMI-ACP, Scrum Master).
Multi‑brand and multi‑language platform setup experience.
Italian and/or Spanish language proficiency.
The new platform is designed and delivered to plan across the agreed scope, with a controlled cutover and no material disruption to service levels.
Reporting continuity is maintained across the transition, with a reliable baseline to measure performance against.
Strong adoption across the operation, evidenced by vigente usage and quality measures.
Shorter working week (36h as full time), with a half working day on Fridays
Possibility to work from anywhere for a period of time per year defined according to local regulations
Fri‑Yays: half a day on Friday morning with a no‑meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.
Professional and managerial skills development training paths, access to e‑learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content
Occasional social events to foster connections among colleagues
~ in line with local laws. xkdbapo

By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.
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📌 Specialist Technology Consultant (Madrid)
🏢 Lastminute.Com
📍 Madrid