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Operations Process Manager in Madrid

Lastminute

Workplace
Onsite
Hours
Full-Time
Internship
No
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Job Description

lastminute.com is looking for a Process and Project Manager, who will be part of the new Customer Operations team and will be responsible to define/review operating processes.

Key Responsibilities

  • Definition of the Customer Journeys and design/review of relevant Customer Experience Processes
  • Coordination of User Experience, Copy and Front-end teams, in order to implement Customer Journeys Touchpoints
  • Project Management of the “CRM project”, aimed at identifying and implementing a new CRM, which supports Customer Operations in managing Customer Journeys and Touchpoints
  • Manage stakeholder expectations and ensure project timelines are met
  • Build and maintain cross-functional relationships, Operational project requirements, shape project requests for our on-site stakeholders
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders
  • Create and maintain comprehensive project documentation

Desired Skills and Experience

Essential

  • 5+ years of experience in a Project/Process Management role
  • PMP Certification
  • Solid understanding of Customer Operations Processes
  • Experience in managing relationships with suppliers at different levels
  • Proficiency in Excel
  • Full proficiency in English
  • Knowledge of CRM and BPMN tools will be considered an important plus
  • Manage and coordinate multiple projects simultaneously
  • Strong organizational skills with a high level of attention to detail and quality
  • Ability to translate a given scope of work into a detailed and ordered plan of action

Desirable

  • HTML and CSS basic knowledge
  • Expertise with Tibco Spotfire and Talend
  • One programming language (JAVA, PYTHON, C#)

Abilities/qualities

  • Pragmatic, but able to be meticulous with attention to detail.
  • Highly self-motivated, uses initiative and “go to” problem solver.
  • Good relationship builder and able to position the role as a key ally, support and help to business teams.
  • Demonstrated ability to effectively coordinate complex cross-functional projects

 

About Lastminute

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