Product Owner – Customer Operations Platform

The Company
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.
Job Description
We are looking for a Product Owner to 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 Platform
Working model – Hybrid from Madrid, Remote from Spain
Team – you will join the Product Customer Service team within the Product department
Level – Professional
Location – Spain
Contract - Full time (36 h/week)
Travel time required – Only a few times a year
What 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 platform
Lead discovery activities to understand current workflows, pain points, and improvement opportunities
Help define the future operational model in collaboration with business and technology stakeholders
Challenge legacy processes and support the transition towards a modern, scalable platform
Drive AI And Automation Initiatives
Identify opportunities to leverage AI, GenAI, LLMs, and automation within operational workflows
Improve internal user productivity and reduce manual workload
Contribute to building smarter, faster, and more efficient ways of working
Partner with technical teams to turn automation opportunities into concrete product solutions
Shape Product Delivery And Roadmap Execution
Contribute to the product roadmap, prioritising initiatives and backlog items based on value, feasibility, and user needs
Translate business and platform goals into actionable initiatives, clear requirements, and iterative releases
Break down complex problems into manageable steps and high-impact deliverables
Continuously adapt priorities based on business needs, user feedback, and product insights
Enhance The Customer Operations Ecosystem
Identify opportunities across the traveller support journey and internal operational processes
Contribute to the broader customer operations platform strategy
Ensure alignment between tools, processes, internal users, and traveller experience
Promote simple, reliable, and user-centric solutions across the platform
Collaborate With Stakeholders And Teams
Work closely with engineering, operations, customer service, and product teams
Gather, structure, and translate business needs into clear product requirements
Facilitate alignment between technical feasibility, operational impact, and user needs
Support delivery by clarifying priorities, requirements, dependencies, and expected outcomes

Work arrangement
Yes