Customer Experience Project Manager

About the Role

Groupon is rebuilding how customers, merchants, and agents interact — with AI at the centre. The Elevate Bet is an internal programme driving that change: seven transformation streams running in parallel, each targeting measurable improvements in contact deflection, resolution rates, and repurchase.

This role exists because the streams are moving but don't all have a single accountable PM. You'll change that. You'll own one or more streams end-to-end — from diagnosing what's broken to shipping the fix — and you'll hold cross-functional teams to delivery in an environment where speed matters more than perfection.

This is an individual contributor role based in Madrid (no relocation support). You'll report to Maguelonne Calas, Director of Operational Transformation, and work closely with teams across Sales, Merchant Operations, Product, Content and Customer Service.

Key Responsibilities

• Own transformation streams end-to-end — define the problem, build the delivery plan, assign owners, set milestones, and track progress in shared dashboards visible to the team and leadership.
• Drive AI and automation adoption — identify where manual processes can be replaced, write clear briefs for engineering, and get workflows shipped into production (not just scoped).
• Hold cross-functional delivery accountable — you don't manage people, but you hold them to commitments. Name blockers early, escalate fast, and keep things moving without waiting for permission.
• Track what matters — maintain clean metrics on stream progress against Elevate Bet KPIs: contact deflection rate, resolution rate, repurchase, and defect reduction.
• Communicate up and across — proactively surface risks and decisions to the hiring manager before they become problems; keep stakeholders aligned without over-meeting.

Key Requirements

• 2–4 years of project or programme management experience in tech, e-commerce, or high-growth operations.
• Demonstrated ability to manage cross-functional projects end-to-end with measurable outcomes — not just coordination, actual delivery.
• Data-literate: you can interrogate a dataset, spot what's wrong, build a simple business case, and track metrics without a data analyst doing it for you.
• Hands-on AI and automation experience — you've built and shipped at least one AI-assisted or automated workflow. You know what it took to get it live.
• Assertive communicator: you name problems clearly, push back where needed, and don't let ambiguity become an excuse for slow delivery.
• Fluent English (written and spoken) — the team and stakeholders are global.

Nice to Have

• Experience in e-commerce, marketplace, or platform businesses (Glovo, Zalando, Booking.com, Uber-type environments).
• Familiarity with Customer Experience and Sales contexts.
• Experience with data visualisation tools (Tableau, Looker, or similar) — what matters is that you can build a clear project dashboard, not which tool you use.
• Formal PM certifications (PMP, PRINCE2) are not required or prioritised.

What Success Looks Like

At 30 days: You know the landscape — the streams, the blockers, the key players. You've shipped at least one small automation or process improvement.

At 60 days: You own at least one stream with a clear delivery plan, and stakeholders are coming to you when things are stuck.

At 6 months: Contact rate is improving. At least one AI workflow is in production and being used. Your stream has hit a measurable milestone. Your manager doesn't have to chase status updates — you surface risks before they become issues.

We Are Interested In

• People who treat ambiguity as a feature, not a bug.
• Operators who've worked where priorities shift fast and delivery is measured in weeks, not quarters.
• PMs who've built things with AI tools themselves — not just managed someone else who did.
• People who hold others accountable without having authority over them, and who know the difference between a process problem and a people problem.