About the Role

SOPHI is our next gen, once stop concierge we are building to help our online visitors with everything they need!

We are looking for a proactive and detail-oriented SOPHI Program Specialist to join HP’s Digital Go-To-Market team in Barcelona. This role is central to advancing SOPHI — HP’s proprietary GenAI-powered assistant designed to transform the way customers search, discover, and resolve their needs across our online stores and support channels.

You will play a key role in testing, optimizing, and scaling SOPHI’s capabilities by ensuring response quality, driving relevancy, and delivering actionable insights from user interactions. You will also help guide the continuous evolution of SOPHI by collaborating cross-functionally and championing AI best practices in this emerging program.

Key Responsibilities

Testing & Automation

Develop and maintain automated and manual testing protocols for SOPHI's response engineIdentify, log, and track failure cases and edge scenarios in conversational flowDrive regression testing with each new integration or model update

Analytics & Insights

Analyze large datasets from SOPHI interactions to identify pain points, opportunities, and trendsCollaborate with analytics and product teams to derive insights that inform roadmap decisionsMonitor performance KPIs (CTR, CVR, satisfaction scores) and recommend optimization actions

Country & Merchandising Team Engagement

Partner with country sales and merchandising teams to improve regional SOPHI experiencesLocalize knowledge base inputs and use case coverage to reflect country-specific customer behaviorServe as a bridge between business teams and technical teams to align on relevance improvements

AI & Knowledge Base Optimization

Collaborate with DevOps and AI teams to enhance SOPHI’s knowledge graph and training dataSupport integration of new data sources (FAQs, order systems, chat transcripts, promo calendars, etc.)Ensure SOPHI is continuously learning and evolving based on new content and customer signals

Program Support & Stakeholder Management

Assist with execution of SOPHI roadmap activities (e.g., webchat launch, support use cases, global rollout)Coordinate with internal stakeholders (e.g., analytics, DevOps, content, localization) for seamless deliveryAct as a key voice in evangelizing SOPHI’s vision across teams and geographies

Required Qualifications

Currently enrolled on a bachelor’s or master's degree in Computer Science, Data Analytics, Business, or related fieldKnowledge in AI product testing, digital analytics, or program management rolesSolid understanding of Large Language Models (LLMs), their capabilities, and limitationsProven ability to work with large datasets using tools like SQL, Python, or equivalentExperience with GenAI technologies and NLP-driven applications is a strong plusStrong stakeholder management skills with experience working across global teamsFamiliarity with web analytics, A/B testing, and customer journey optimization

Ideal Candidate Profile

Entrepreneurial mindset — thrives in ambiguity, self-starter, eager to shape a new programGrowth-oriented — always seeking learning opportunities and areas to improve the productData-driven — passionate about deriving impact from insightsCollaborative — able to communicate and partner effectively across technical and non-technical teamsCustomer-obsessed — motivated by improving end-user experience and relevance

Why Join Us?

You'll be part of an ambitious and fast-moving team shaping the future of customer experience at HP through GenAI. This is a rare opportunity to get in early on a transformative program and help define what excellence looks like in AI-assisted eCommerce and support.

Explore our benefits

Curricular or extracurricular Internship agreement between university, company, studentFlexible schedule for part time (4h/day) or full time (8h/day) for a 3 to12 months agreementA Young employee Network (YEN) which host fun events on a regular basis; such as “beer bust” Fridays at different venues including the beach in the summertime.We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy and general healthFree daily printing Happy hour – from photographs, to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models

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