Customer Care Project Manager (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 wont 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 tasksfrom 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.

Qualifications :

• Experience: 4 years in Project Management Operations or a Product-focused role within a tech/SaaS environment.
• The Builder Mindset (Non-Negotiable): You are a master of Low-Code/No-Code tools (Make Zapier n8n). You dont wait for engineering resources; you build the MVP yourself.
• AI Native: You are an early adopter. You use AI tools daily and understand the capabilities (and hallucinations) of current LLMs. You know how to prompt-engineer effectively.
• Analytical Rigor: You make decisions based on data. You are comfortable defining KPIs and tracking the ROI of your automations.
• Communication: Fluent English is a must. You can simplify complex technical logic for business stakeholders and discuss business strategy with technical teams.
• Location: You are based in Barcelona (this is a remote-first role but proximity to our Barcelona hub is required).

Nice to have:

• Basic knowledge of Python or SQL (to tweak scripts or query data).
• Experience with CRM/Support platforms like Zendesk Salesforce or Intercom.
• Experience working in a global matrixed organization.

Additional Information :

What to Expect from Our Hiring Process 

We like to keep things transparent and efficient! Heres what the process usually looks like (though it might vary slightly depending on the role):

1 Intro Chat  A first call with our Talent Acquisition Partner to explore mutual fit around relevant skills value alignment and motivation. 

2 Hiring Manager Interview  A deeper dive into your experience and aspirations with your future manager who youll be reporting to in this role. Take this chance to ask anything on your mindits just as much about making sure were the right fit for you too. 

3 Case Study: a practical exercise to present to the Hiring Managers.

4 Second Hiring Manager Interview

Reference Check and Offer! 

Why Youll Love It Here 

Global Benefits  No matter where you are youll have access to:

• Healthcare insurance so you can focus on what matters.
• Wellness that works for you from gym memberships to mental health support weve got you covered.
• Time off that counts whether its a vacation your birthday or just a day to recharge we believe in balance.
• ESOP (Employee Share Ownership Plan) after 6 months with usbecause we believe in sharing our success!

Local Perks  Depending on your location you will be entitled to local benefits like meal vouchers (ticket restaurant) transport allowances or extended parental leave.

Career Growth  Were growing and so can you! Youll find lots of chances to learn develop and explore new pathswhether within your team or through cross-functional projects.

A Truly Global Team  Work with talented people from all over the world in a diverse and inclusive environment.

Flexibility That Works for You  Remote work and flexible hours arent just buzzwords here. While the extent of flexibility depends on your role and team we value results over rigid schedules. Prefer an office setting Youre welcome at any of our hubs in Barcelona Warsaw Curitiba Rio de Janeiro Mexico City Bogotá Munich Rome or Bologna.

Please note: At this time we are not able to sponsor visas for this position. To apply you must already have the legal right to work in your country of residence or the location of the role.

What We Believe In 

At Docplanner our values guide everything we do:

Focus on results  were here to make an impact.

Think like an owner  take responsibility drive outcomes.

Keep it simple keep it lean  smart solutions over complexity.

Be respectful and radically honest  openness builds trust.

Learn and be curious  growth is part of the job.

Dont just take our word for itcheck out our Glassdoor to hear what our people say!

We are committed to building a team that represents a variety of backgrounds perspectives and skills. We welcome applicants from all walks of life regardless of gender disability or background and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.

Remote Work :

Yes

Employment Type :

Full-time