[Hiring] Implementation Specialist – Customer Service @lastminute.com

Role Description

We are looking for an Implementation Specialist – Customer Service to join our team of around 1,700 people worldwide and help us power up the traveller’s journey for millions of holidaymakers.

If you are passionate about turning complexity into scalable solutions and enjoy working at the intersection of Operations, Product, and Technology, keep on reading — you might be the perfect fit for this role.

In this role, you will be responsible for driving the successful rollout of new tools, systems, and process improvements across Customer Service Operations. You will act as a key bridge between operational teams and the teams designing and building our platforms, ensuring alignment, clarity, and measurable impact.

You will join our Customer Service Delivery team , a fast-paced and impactful environment where your work will directly contribute to improving operational efficiency and customer experience.

The job in brief:

• Job Title: Implementation Specialist – Customer Service
• Working model: remote from Spain
• Team: you will join the Customer Service Delivery team
• Level: Professional
• Location: Madrid, Spain
• Contract: Permanent, full time (36 h/week)

What your impact will be:

• End-to-end implementation: Lead the rollout of new tools, platforms, and processes across Customer Service Operations
• Cross-functional alignment: Act as the key connector between Operations, Product, IT, and Data teams
• Requirements translation: Transform operational needs and pain points into structured requirements and clear implementation roadmaps
• Stakeholder management: Align stakeholders on scope, priorities, timelines, and risks
• Automation & efficiency: Drive initiatives to reduce manual work and increase scalability
• AI enablement: Identify and implement AI-driven solutions to enhance operational efficiency and customer experience
• Go-live & adoption: Ensure smooth launches through structured enablement and stakeholder engagement
• Continuous improvement: Monitor post-launch performance and iterate to maximise impact

Qualifications

• Proven experience implementing complex tools or systems in medium-to-large organisations
• Strong project management experience with measurable delivery outcomes
• Experience in process automation and workflow optimisation
• Strong stakeholder management and cross-functional collaboration skills
• Analytical mindset with a KPI-driven approach
• Ability to operate effectively in structured yet evolving environments
• Fluency in English (spoken and written)

Requirements

• Experience in Customer Service or Operations environments
• Background in the tourism or travel-tech industry
• Experience with AI-driven platforms, CRM systems, chatbots, or automation tools
• Experience working in Agile environments (Scrum, Kanban)
• Agile certifications (e.g. Scrum Master, PMI-ACP)
• Familiarity with Change Management frameworks (e.g. ADKAR)
• Prosci or similar Change Management certification

Benefits

• 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, with core hours from 10:00 to 4:00 pm
• Possibility to work from anywhere for a period of time per year defined according to local regulations
• Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.
• Professional and managerial skills development training paths, access to e-learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content
• 2 paid days off per year for volunteering purposes
• Occasional social events to foster connections among colleagues
• Travel industry discounts and flash exclusive staff fares
• We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.