CS Transformation & AI Implementation Lead

lastminute.com; United States; À distance; USD 78 000 - 101 000; Plein temps

Avantages offerts par ce poste

36h full-time week

Flexible start times

Work from anywhere for a period each •

Résumé du poste

lastminute.com is seeking a CS Transformation & Implementation Specialist to join the Product Customer Service team in a remote role from Spain, Portugal, or Romania. You will own end-to-end platform transformation, design target workflows, and drive AI-powered improvements across operations.

You will translate operational needs into clear specifications, manage the implementation lifecycle, and collaborate with CS Operations, Product, IT, Data, and ML teams to deliver measurable business

Qualifications

• Around 5 years of experience in transformation delivery, product ownership, business analysis, or systems implementation.
• 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 taxonomy design.
• Proven experience delivering automation and AI initiatives in customer service or operations.
• Advanced proficiency in operational data analysis (Excel, Google Sheets, BI tools) with a focus on baselining, KPI tracking, and impact measurement.

Responsabilités

• Shape and deliver a new customer operations platform end-to-end.
• Lead discovery activities to analyze current operational workflows, triaging, routing, escalations, and pain points across all contact channels.
• Define future operational model, solution design, workflow logic, SLA rules, taxonomy, and data structures with stakeholders.
• Challenge legacy processes and support the transition towards a scalable platform with structured requirements and roadmaps.
• Identify manual, repetitive activities and design AI-enabled solutions to remove them.
• Structure operational knowledge for agents and AI systems.
• Lead implementation from discovery through cutover and post-go-live stabilization.
• Translate needs into BPMN, user stories, and iterative releases.
• Balance strategy with execution, prioritizing backlog by value and feasibility.
• Measure performance post-launch and ensure impact against KPIs.

Connaissances

English fluency

Zendesk

Description du poste

lastminute.com is seeking a CS Transformation & Implementation Specialist to join the Product Customer Service team in a remote role from Spain, Portugal, or Romania. You will own end-to-end platform transformation, design target workflows, and drive AI-powered improvements across operations.

You will translate operational needs into clear specifications, manage the implementation lifecycle, and collaborate with CS Operations, Product, IT, Data, and ML teams to deliver measurable business