CX Project Manager (They/She/He) – Hybrid

Descripción del puesto:

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking an experienced CX Project Manager to join our Customer Experience Team in Barcelona to support the Director of CX Projects & Transformation in delivering and coordinating strategic and transformational projects that will positively impact our 18+ million customers and 1000+ agents. If you’re ready to soar, we’re ready to take you there.

Why (COMPANY NAME)

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers - 44 markets - 5 brands - 5.4M members in Prime

16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches

8 Billion ML predictions per day – Up to 1.8 billion daily AI predictions[e1]

1400 employees - More than 50 different nationalities – 99% permanent contracts – 36.3 average age

We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do:

The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a CX Project Manager in the CX Team you will be in charge of:

* Lead transversal projects with stakeholders across (COMPANY NAME) with the objective to drive Customer Experience improvements

* Project Management from initial planning, through regular update meetings/calls, to final development and implementation

* Develop data-driven insights and business cases to support decision-making, identify opportunities and drive business goals; use insights to prioritise activities and ensure focus is on the items delivering most benefit

* Define and track targets and KPIs; build and maintain dashboards and/or reports to track and share performance information; analyze and report end to end the impact of projects

* Work together with stakeholders across the organization and within the Customer Experience area to ensure the optimal delivery of the project (Product, Business, IT, Finance, Customer Service Operations, etc.)

* Lead SteerCos with Senior Management for decision-making and reporting progress

* Work with the other Project Managers to act as a lead point and interface between Customer Services and the other functional areas of (COMPANY NAME).

* Identify new requirements and developments (e.g. new product launch or new capability) and ensure optimal implementation from a Customer Experience perspective

* Help prioritise and push any development requests that will lead to fixes, that reduce costs to Customer Services and improve the Customer Experience

* Drive the replication of best practices, process and tools across Customer Services

What you need to succeed:

Job Requirements

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

* Bachelor's degree in a quantitative discipline (Computer Science, Engineering, Economics, Mathematics, etc.) or Business

* Administration (Finance specialization)

* Project management experience is required - minimum 3-5 years

* Strong project management skills (clear and synthetic communication, ability to structure complex problems, organizational skills, proven track record for on time execution of strategic projects)

* Strong analytical skills, fast-learner, with high attention to detail and focused on results and productivity

* Strong stakeholder management and influencing skills;

* Ability to work effectively under pressure and to deadlines;

* Ability to grasp complex scenarios and their translation into the practicalities of planning and executing projects and designing processes;

* Ability to look for and implement improvements;

* Proactive, highly motivated, self-directed, customer focused personality.

* Fluency in English;

* Experience in the online travel industry or e-commerce is preferred.

What's in it for you?

The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

* A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.

* Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.

* Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.

* Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.

* Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.

* Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile mindset environment with recognition at our core.

Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.

Apply now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation