?? Languages
: Spanish & English (Catalan is a strong plus)
WHAT’S THE PROJECT?
You will join a growing international SaaS company that is currently entering an important operational transformation phase.
After several years of stable growth, the organization is now scaling its subscription-based SaaS model across Europe and modernizing its operational structure to become more efficient, structured and scalable.
To support this evolution, the company is looking for an Operations Manager who can work close to the operational teams, identify improvement opportunities and help restructure and optimize existing processes.
This is a hands-on operational role, where you will be involved both in strategy and execution alongside the teams.
YOUR ROLE & IMPACT
As Operations Manager, you will work closely with the operational teams and team leaders to improve performance, processes and operational efficiency.
The role focuses on supporting and guiding the teams directly, while helping structure operations as the company continues to grow.
You will mainly work across:
Customer Support
- ITIL-based Service Desk
- Ticket management, SLA monitoring and service quality
Customer Onboarding
- Managing the transition from Sales to Customer Success
- SaaS implementation and go-live for new clients
KEY RESPONSIBILITIES
Operational Performance & Governance
- Work closely with operational teams to improve service performance
- Monitor SLAs, KPIs and operational metrics
- Identify operational bottlenecks and implement practical improvements
- Ensure proper workload distribution and operational efficiency
Process Optimization
- Map and analyze current operational workflows
- Identify inefficiencies and areas for improvement
- Standardize processes to support future growth
- Improve collaboration between support, onboarding and product teams