Product Owner - Customer Operations Platform

At lastminute.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.We are looking for aProduct Ownerto join our team of around 1,700 people worldwide and help us shape the next generation of internal platforms supporting the traveller’s journey.If you are passionate about building impactful internal tools, leveraging AI to improve operational workflows, and turning complex processes into simple, scalable solutions, keep on reading - you might be the perfect fit for this role.The job in brief:Job Title - Product Owner - Customer Operations PlatformWorking model - Hybrid from Madrid, Remote from SpainTeam - you will join the Product Customer Service team within the Product departmentLevel - ProfessionalLocation - SpainContract- Full time (36 h/week)Travel time required - Only a few times a yearWhat your impact will be:You will play a key role in shaping the technology that supports our customer care and operations teams. Your goal will be to build tools that simplify daily work, improve efficiency, and contribute to a smoother experience for our travellers.You will join a dynamic environment where priorities can evolve, with a strong focus on shaping and delivering a new AI-ready back-office and customer operations platform.This role requires strong ownership, structured thinking, and the ability to translate complex operational needs into clear, actionable product requirements. You will work closely with stakeholders, engineering teams, and internal users to deliver scalable solutions step by step.What You Will Need to Solve:Shape and deliver a new customer operations platform:Take ownership of key areas of a new AI-ready back-office and customer operations platformLead discovery activities to understand current workflows, pain points, and improvement opportunitiesHelp define the future operational model in collaboration with business and technology stakeholdersChallenge legacy processes and support the transition towards a modern, scalable platformDrive AI and automation initiatives:Identify opportunities to leverage AI, GenAI, LLMs, and automation within operational workflowsImprove internal user productivity and reduce manual workloadContribute to building smarter, faster, and more efficient ways of workingPartner with technical teams to turn automation opportunities into concrete product solutionsShape product delivery and roadmap execution:Contribute to the product roadmap, prioritising initiatives and backlog items based on value, feasibility, and user needsTranslate business and platform goals into actionable initiatives, clear requirements, and iterative releasesBreak down complex problems into manageable steps and high-impact deliverablesContinuously adapt priorities based on business needs, user feedback, and product insightsEnhance the customer operations ecosystem:Identify opportunities across the traveller support journey and internal operational processesContribute to the broader customer operations platform strategyEnsure alignment between tools, processes, internal users, and traveller experiencePromote simple, reliable, and user-centric solutions across the platformCollaborate with stakeholders and teams:Work closely with engineering, operations, customer service, and product teamsGather, structure, and translate business needs into clear product requirementsFacilitate alignment between technical feasibility, operational impact, and user needsSupport delivery by clarifying priorities, requirements, dependencies, and expected outcomesYour expertise:Around 5 years of experience in product ownership, product delivery, business analysis, or similar rolesExperience working on internal tools, back-office platforms, case management systems, operational platforms, or B2B/SaaS productsStrong discovery skills, including process mapping, requirement gathering, and workflow analysisHands-on experience or solid understanding of AI and automation topics, such as GenAI, LLMs, workflow automation, or intelligent toolingAbility to balance structured product thinking with pragmatic executionStrong user-centric mindset, with empathy for internal users and operational teamsAbility to structure complex problems and turn them into clear, actionable product requirementsExcellent communication and stakeholder management skillsFluency in English, both spoken and writtenDesirable:Experience in the travel or travel-tech industryExperience working on large-scale platform or process transformation initiativesExperience with customer service platforms, operational tooling, or workflow automation projectsWhy join us:Be part of a major transformation initiative, building next-generation operational toolsWork on AI-driven products with real business impactJoin an international, fast-paced, and collaborative environmentContribute to improving the experience of both internal teams and millions of travellersPerks of working with us:How we work together:An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)Shorter working week (36h as full time), with a half working day on FridaysFlexible start and end of the working dayWish you were here? We do, too!Selection process steps:HR interview ** minutes)1st interview (Team)2nd interview (Tech Team)Final Interview (Manager)Offer extended(Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)Our commitment to celebrate diversity and generate belonging:At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.Eligibility criteria: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.#J-*****-Ljbffr

Around 5 years of experience in product ownership, product delivery, business analysis, or similar roles Experience working on internal tools, back-office platforms, case management systems, operational platforms, or B2B/SaaS products Strong discovery skills, including process mapping, requirement gathering, and workflow analysis Hands-on experience or solid understanding of AI and automation topics, such as GenAI, LLMs, workflow automation, or intelligent tooling Ability to balance structured product thinking with pragmatic execution Strong user-centric mindset, with empathy for internal users and operational teams Ability to structure complex problems and turn them into clear, actionable product requirements Excellent communication and stakeholder management skills Fluency in English, both spoken and written Desirable: Experience in the travel or travel-tech industry Experience working on large-scale platform or process transformation initiatives Experience with customer service platforms, operational tooling, or workflow automation projects Why join us: Be part of a major transformation initiative, building next-generation operational tools

An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities) Shorter working week (36h as full time), with a half working day on Fridays Flexible start and end of the working day Wish you were here? We do, too! Selection process steps: HR interview ** minutes) 1st interview (Team) 2nd interview (Tech Team) Final Interview (Manager) Offer extended (Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview) Our commitment to celebrate diversity and generate belonging: At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel. Eligibility criteria: 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. #J-*****-Ljbffr