AI Project Manager for Customer Care (Based in Barcelona)

Company Description

About Us 

At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.
Learn more about our products here: pro.doctoralia.es

Why Join Us?

• 📊 Real impact – We help doctors help patients. Your work truly makes a difference.
• 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.
• 💰 Pre-IPO & growing – We’re backed by leading VC funds including One Peak Partners, Goldman Sachs Asset Management, and Point Nine Capital, raising a total of approx. €400m to date. Now, we’re focused on profitability and IPO preparation. It’s an exciting time to join us.
• ✨ Shape the future, sustain growth – Make a difference now *and* build for long-term success.

Job Description

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.

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 don't 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 

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