ppEurovision Services is seeking a highly motivated bQuality Customer Excellence Manager /b to join our Operations leadership team in Madrid. /p h3ABOUT THE ROLE /h3 pThis is a key operational leadership role at the heart of live sports delivery - ensuring the world’s leading broadcasters, leagues, platforms, and rights holders trust us to deliver their most valuable content flawlessly, every time. /p pAs the voice of the customer inside the organization, you will shape how service excellence is designed, delivered, measured, and continuously improved across our global contribution and distribution ecosystem. /p h3YOUR IMPACT /h3 pAs Head of Quality Customer Excellence, you will bcoordinate and continuously improve the end-to-end service quality experience /b - from event readiness to live transmission performance and post-event improvement cycles - positioning Eurovision Services as a mission-critical partner for Tier‑1 customers worldwide. /p pYou will lead integral service assurance practices, strengthen customer trust, and embed a culture of operational excellence across satellite, fiber, IP, and cloud delivery environments. /p h3KEY RESPONSIBILITIES /h3 h3Customer Experience Service Excellence /h3 ul liEnsure consistent fulfilment of SLAs, delivery specifications, and rights‑holder technical requirements. /li liBuild trusted relationships with Tier 1 customers through operational reviews, service governance, and performance reporting. /li /ul h3Event Readiness Live Delivery Assurance /h3 ul liLead quality assurance frameworks for high‑profile live sports events, including readiness validation, redundancy assurance, and escalation governance. /li liPartner with operations teams to ensure seamless real‑time delivery across satellite, fiber, IP, and cloud workflows. /li liAct as executive escalation point during major events and service‑impacting incidents. /li liOwn the customer‑facing incident management lifecycle — from real‑time communication through root cause analysis and corrective action plans. /li liEnsure transparent, timely, and actionable post‑event reporting to customers. /li liDrive systemic service improvements based on customer feedback, trend analysis, and operational performance data. /li /ul h3Customer Trust, Compliance Governance /h3 ul liEnsure full compliance with customer contracts, broadcast standards, and regulatory obligations. /li liLead customer audits, service certifications, and delivery assurance reviews. /li liDefine and maintain customer‑facing quality documentation, service playbooks, and operational assurance models.



/li liEnsure that third‑party network, teleport, cloud, and infrastructure partners meet customer delivery expectations. /li liDefine vendor SLAs aligned to customer outcomes and lead performance governance. /li liOwn service quality escalation and remediation across supplier ecosystems. /li /ul h3Product, Engineering Innovation Enablement /h3 ul liRepresenting the customer in product roadmap discussions, ensuring quality, resilience, and serviceability are embedded into new offerings. /li liDrive service assurance readiness for next‑generation technologies including IP contribution, cloud routing, UHD, HDR, and immersive formats. /li liChampion automation, telemetry, and predictive monitoring to improve customer experience and service transparency. /li /ul h3Leadership Culture /h3 ul liBuild and lead global Quality, Service Assurance, and Customer Delivery Excellence teams. /li liFoster a customer‑first culture across operations, engineering, and service management organizations. /li liDevelop training and operational standards that ensure consistent service excellence at scale. /li /ul h3WHAT YOU BRING /h3 ul lib7+ years in broadcast transmission, media services, or managed network operations /b, with significant experience delivering mission‑critical sports services to enterprise customers. /li liProven leadership in customer‑facing service assurance, quality management, or operational excellence roles. /li liTrack record of owning service outcomes in high‑pressure, live‑event environments. /li liDeep understanding of sports contribution and distribution workflows across satellite, fiber, IP, and cloud infrastructures. /li liExpertise in redundancy architectures, disaster recovery, and service continuity models. /li liSolid knowledge of QoS/QoE monitoring frameworks. /li liWorking familiarity with broadcast and transmission standards (SMPTE, DVB, ITU, EBU). /li /ul h3You are also /h3 ul liA confident executive communicator able to engage senior stakeholders and Tier‑1 customers. /li liComfortable operating in high‑pressure live‑event environments. /li liStrongly data‑driven in decision‑making and performance improvement strategy.



/li liExperienced in coordinating root cause analysis and service recovery programs. /li liSkilled at managing vendor ecosystems aligned to customer delivery outcomes. /li /ul h3WHY JOIN US? /h3 pThis role offers a unique opportunity to shape service excellence at the core of global live sports broadcasting—working with some of the most demanding customers and technically advanced delivery infrastructures in the industry. /p pBecoming part of our team means working in a stimulating, inclusive, and international environment where your contribution truly matters. /p pYou will join an innovative, fast‑paced company at the forefront of the broadcasting industry, combining cutting‑edge technology with solid operational expertise. Our multicultural teams bring together diverse perspectives, creating an environment where ideas thrive and collaboration leads to exceptional results. /p pTo support both your professional growth and personal well‑being, we offer a comprehensive benefits package including: /p ul liFlexible, hybrid working week /li li28 working days of paid vacation per year /li liPrivate health insurance /li liCompany pension fund /li liPublic transport allowance /li liParking /li /ul h3ABOUT EUROVISION SERVICES /h3 pWith over 60 years of experience in broadcast production and distribution for major sports events, we know that great events don’t happen by accident. We have one of the largest hybrid satellite and fiber transmission networks of its kind in the world. In addition to our core broadcast services, we are constantly innovating to provide services that allow our customers to enhance their content and adapt it for use on all digital platforms. /p pThis is why we are the first‑choice media services provider for event organizers, media organizations and sports federations when they are looking for adaptable, end‑to‑end solutions to produce, distribute and personalize content for their audiences. /p pWe are Eurovision Services. We deliver excellence in everything we do, to leave our customers free to focus on what matters most to them – creating truly amazing experiences. Discover more about Eurovision Services at /p pAt Eurovision Services, we believe diversity strengthens our teams and drives innovation. We are committed to building an inclusive workplace where everyone feels respected, supported, and empowered to succeed. We welcome and encourage applications from candidates of all genders, backgrounds, identities, abilities, and experiences. /p /p #J-18808-Ljbffr

📌 Quality & Customer Excellence Manager (Madrid)
🏢 Eurovision Services
📍 Madrid