Product Owner - Customer Operations Platform

At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.

Job Description

We are looking for a Product Owner to join our team of around 1,700 people worldwide and help us shape the next generation of internal platforms supporting the traveller’s journey.

If you are passionate about building impactful internal tools, leveraging AI to improve operational workflows, and turning complex processes into simple, scalable solutions, keep on reading — you might be the perfect fit for this role.

The job in brief: 

• Job Title - Product Owner – Customer Operations Platform
• Working model - remote from Romania
• Team - you will join the Product Customer Service team within the Product department
• Level - Professional
• Location - Romania
• Contract  - Full time (36 h/week)
• Travel time required - Only a few times a year

What your impact will be:

You will play a key role in shaping the technology that supports our customer care and operations teams. Your goal will be to build tools that simplify daily work, improve efficiency, and contribute to a smoother experience for our travellers.

You will join a dynamic environment where priorities can evolve, with a strong focus on shaping and delivering a new AI-ready back-office and customer operations platform.

This role requires strong ownership, structured thinking, and the ability to translate complex operational needs into clear, actionable product requirements. You will work closely with stakeholders, engineering teams, and internal users to deliver scalable solutions step by step.

What You Will Need to Solve:

Shape and deliver a new customer operations platform:

• Take ownership of key areas of a new AI-ready back-office and customer operations platform
• Lead discovery activities to understand current workflows, pain points, and improvement opportunities
• Help define the future operational model in collaboration with business and technology stakeholders
• Challenge legacy processes and support the transition towards a modern, scalable platform

Drive AI and automation initiatives:

• Identify opportunities to leverage AI, GenAI, LLMs, and automation within operational workflows
• Improve internal user productivity and reduce manual workload
• Contribute to building smarter, faster, and more efficient ways of working
• Partner with technical teams to turn automation opportunities into concrete product solutions

Shape product delivery and roadmap execution:

• Contribute to the product roadmap, prioritising initiatives and backlog items based on value, feasibility, and user needs
• Translate business and platform goals into actionable initiatives, clear requirements, and iterative releases
• Break down complex problems into manageable steps and high-impact deliverables
• Continuously adapt priorities based on business needs, user feedback, and product insights

Enhance the customer operations ecosystem:

• Identify opportunities across the traveller support journey and internal operational processes
• Contribute to the broader customer operations platform strategy
• Ensure alignment between tools, processes, internal users, and traveller experience
• Promote simple, reliable, and user-centric solutions across the platform

Collaborate with stakeholders and teams:

• Work closely with engineering, operations, customer service, and product teams
• Gather, structure, and translate business needs into clear product requirements
• Facilitate alignment between technical feasibility, operational impact, and user needs
• Support delivery by clarifying priorities, requirements, dependencies, and expected outcomes

Qualifications

Your expertise:

• Around 5 years of experience in product ownership, product delivery, business analysis, or similar roles
• Experience working on internal tools, back-office platforms, case management systems, operational platforms, or B2B/SaaS products
• Strong discovery skills, including process mapping, requirement gathering, and workflow analysis
• Hands-on experience or solid understanding of AI and automation topics, such as GenAI, LLMs, workflow automation, or intelligent tooling
• Ability to balance structured product thinking with pragmatic execution
• Strong user-centric mindset, with empathy for internal users and operational teams
• Ability to structure complex problems and turn them into clear, actionable product requirements
• Excellent communication and stakeholder management skills
• Fluency in English, both spoken and written

Desirable:

• Experience in the travel or travel-tech industry
• Experience working on large-scale platform or process transformation initiatives
• Experience with customer service platforms, operational tooling, or workflow automation projects

Why join us:

• Be part of a major transformation initiative, building next-generation operational tools
• Work on AI-driven products with real business impact
• Join an international, fast-paced, and collaborative environment
• Contribute to improving the experience of both internal teams and millions of travellers

Additional Information

Perks of working with us:

How we work together:

• An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)
• Shorter working week (36h as full time), with a half working day on Fridays
• Flexible start and end of the working day

Wish you were here? We do, too!

Selection process steps*:

• HR interview (10-30 minutes)
• 1st interview (Team)
• 2nd interview (Tech Team)
• Final Interview (Manager)
• Offer extended
  (*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging:

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria:

By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.