Customer Operations Lead Iberia

Overview

Full time — Customer Operations Lead Iberia, Spain, Madrid. Job code: RQ .

Role focuses on managing daily customer service activities, coordinating customer channels (call centers, social media, corporate consumer email, etc.), leading issue resolution, driving continuous improvement in customer processes and ways of work, and consolidating customer feedback to enhance the consumer journey and mitigate pain points. The role includes participating in business transformation and growth projects by advising and deploying new customer service standards (processes, SLAs, KPIs, agent training materials), ensuring alignment and consistency for project success. As contract owner and budget manager, the Lead supervises third-party service performance to improve customer satisfaction and cost-effective service delivery. Acts as a key liaison with consumer authorities regarding formal complaints and crisis management.

Key Responsibilities

• Ope...