Senior Customer Service Project Manager (m/f/d)
City: Lisbon
Department: Customer Service
Recruiter: Pavlina Grancharova
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
We are looking for an experienced Project Manager. Flix Customer Service is rapidly evolving, leveraging advanced technology to enhance customer experience and operational efficiency. The CS Project Manager will lead strategic initiatives that drive automation, AI adoption, and process optimization across global markets. This role requires a self-starter who thrives in dynamic, unstructured environments and enjoys solving complex problems with data-driven solutions.
About the Role
We are frequently pulled into high-priority projects that must be solved in a fast-paced, ever-changing environment, where the work spans multiple teams, diverse projects, and a wide range of stakeholders.
- Lead end-to-end delivery of cross-functional projects with focus on CS processes and automation, from defining the problem and hypothesis through execution and rollout
- Streamline and optimize CS processes to improve operational efficiency and scalability across markets
- Collaborate with Operations, IT, and Customer Experience teams to align solutions with business strategy and customer needs
- Maintain and enhance CS content governance, ensuring documentation and records remain accurate and up to date
- Co-lead and contribute to automation and AI initiatives, including chatbots, IVR enhancements, and real-time customer service solutions
- Conduct quick turn analyses to identify trends, define KPIs, and deliver actionable insights for long-term CS success
- Support new market launches and ensures CS content and systems are ready for expansion
About You
- Bachelor’s degree in business, STEM, or related field; Master’s preferred
- Proven track record in leading complex, cross-functional projects from concept to completion
- Experience in customer service, operations, or automation-related environments
- Familiarity with CRM and contact center technologies (e.g., Salesforce, Twilio, IVR, WFM, chatbot platforms)
- Strong analytical skills with proficiency in data tools (e.g., Tableau, Power BI, or similar)
- Hands-on experience with AI tools, low/no-code platforms, or process automation systems
- Excellent communication and stakeholder management skills, comfortable leading discussions across global teams
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
NB: Please submit your resume in English!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
