CS Transformation & Automation Lead

Responsibilities

• ▹Define the Automation Roadmap: prioritize initiatives that reduce Cost-to-Serve and improve customer experience
• ▹Redesign Support Journeys: identify friction points and implement scalable, data-driven solutions
• ▹Build Operational Logic: design routing, decision trees, and AI-driven workflows across CRM and voice channels
• ▹Partner with Product & Engineering: translate operational needs into scalable technical solutions and influence the roadmap
• ▹Drive Alignment & Execution: own cross-team prioritization and lead smooth rollouts, including BPO readiness
• ▹Own Tooling ROI: optimize CX tools (e.g., Zendesk) to drive automation, efficiency, and agent productivity

Requirements

• ▹Operational experience in BizOps, Product Ops, or CX Strategy in high-volume environments (Marketplace, E-commerce, SaaS)
• ▹Cross-functional execution experience working closely with Product and Engineering teams
• ▹CRM expertise, hands-on experience with tools like Zendesk, Salesforce, or Kustomer
• ▹Technical fluency: strong understanding of systems, integrations, and AI/LLM applications (no coding required)
• ▹Analytical skills: ability to build business cases and measure impact using tools like Looker, Amplitude, or Tableau
• ▹Process & scale experience: process mapping and/or BPO or large-scale operations
• ▹Stakeholder management: ability to influence across teams and manage external partners
• ▹Languages: Spanish (fluent/native) and English (advanced)

Nice to have

• ▹SQL knowledge

Soft skills

What we offer

• ▹Generous individual learning budget of 2K per year
• ▹Free office meals, lunch selection from different providers
• ▹Group and individual English, Catalan & Spanish lessons as part of the working day
• ▹Private Health Insurance with Alan
• ▹Flexible working hours + intensive Fridays
• ▹Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)
• ▹Gym & Wellness plan, including a physiotherapist in the office
• ▹Generous referral program & charity donation bonus for weddings & newborns

About the company

Wallapop is a Barcelona-based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. It operates in Spain, Italy and Portugal, offering a catalogue of several hundred million products and services, powered by technical innovation and continuous improvement.