AI-Driven CX Transformation PM

Groupon; Madrid; On-site; EUR 60,000 - 90,000; Full time

Job summary

Groupon is seeking a focused PM in Madrid to own one or more transformation streams end-to-end, from diagnosing issues to shipping fixes. You’ll work with Sales, Merchant Operations, Product, Content and Customer Service to drive measurable improvements in deflection, resolution, and repurchase.

You’ll report to the Director of Operational Transformation and thrive in a fast-moving, AI-enabled environment where speed matters as much as delivery.

Qualifications

• 2–4 years of project or programme management experience in tech, e-commerce, or high-growth operations.
• Demonstrated ability to manage cross-functional projects end-to-end with measurable outcomes.
• Data-literate: can interrogate a dataset, spot what's wrong, build a simple business case, and track metrics.
• Hands-on AI and automation experience — you've built and shipped at least one AI-assisted or automated workflow.
• Assertive communicator: you name problems clearly, push back where needed, and don't let ambiguity become an excuse for slow delivery.
• Fluent English (written and spoken) — the team and stakeholders are global.

Responsibilities

• Own transformation streams end-to-end — define the problem, build the delivery plan, assign owners, set milestones, and track progress in shared dashboards visible to the team and leadership.
• Drive AI and automation adoption — identify where manual processes can be replaced, write clear briefs for engineering, and ship workflows into production (not just scoped).
• Hold cross-functional delivery accountable — you don't manage people, but you hold them to commitments. Name blockers early, elevate fast, and keep things moving without waiting for permission.
• Track what matters — maintain clean metrics on stream progress against Elevate Bet KPIs: contact deflection rate, resolution rate, repurchase, and defect reduction.
• Communicate up and across — proactively surface risks and decisions to the hiring manager before they become problems; keep stakeholders aligned without over-meeting.

Skills

Project management

Cross-functional delivery

Data literacy

AI & automation

Assertive communication

Fluent English

Tools

Tableau

Looker

Job description

Groupon is seeking a focused PM in Madrid to own one or more transformation streams end-to-end, from diagnosing issues to shipping fixes. You’ll work with Sales, Merchant Operations, Product, Content and Customer Service to drive measurable improvements in deflection, resolution, and repurchase.

You’ll report to the Director of Operational Transformation and thrive in a fast-moving, AI-enabled environment where speed matters as much as delivery.