AI Project Manager for Customer Care (Based in Barcelona)

We are looking for an AI-Native Project Manager who loves to build.

In this global individual contributor role, you will be the architect of our next-generation Customer Experience. You will sit at the intersection of Process, Product, and AI. Your goal is to deeply understand the customer journey, spot the friction, and use low-code/no-code tools to build AI solutions that drive efficiency and unlock new revenue.

You won’t just write requirements for developers; you will prototype, build, and deploy automations yourself.

 Key Responsibilities

1. Customer Journey Intelligence

• Map the Terrain: Gain a granular understanding of the full customer lifecycle (Doctor/Clinics & Patient). Identify where processes are broken, slow, or frustrating.
• Data Detective: Use quantitative data and qualitative feedback to pinpoint exactly where AI can have the highest impact on key KPIs (Such as NPS and Churn.)

2. Hands-on AI Implementation (Build & Ship)

• No-Code Engineering: autonomously build and test workflows
• AI Integration: Leverage LLMs (GPT-4, Claude, etc.) to automate complex tasks—from sentiment analysis and ticket routing to automated upselling and proactive support.
• Rapid Prototyping: Move fast. Build a POC (Proof of Concept), test it with a local team, iterate, and scale it globally.

3. Efficiency & Revenue Growth

• Deflection & Optimization: Reduce manual ticket volume by deploying smart self-service solutions, freeing up our human agents for high-value interactions.
• Revenue Driver: Transform support interactions into revenue opportunities by using AI to identify upsell signals (e.g., a doctor needing a premium feature) and automating the outreach.

4. Global Project Leadership

• Stakeholder Management: Work seamlessly with local Heads of Customer Care (in Warsaw, Rome, Mexico City, etc.) and Product teams to ensure your solutions fit local market needs.
• Change Management: You are an evangelist for AI. You will help local teams understand, trust, and adopt the tools you build.