The Senior Customer Operations Lead ensures end-to-end customer account coordination across the O2C cycle — from order entry to delivery, invoicing, and post‑sales issue resolution.
The role serves as the main operational interface between Customers, Sales, and internal support functions, ensuring that service levels and process quality meet our client’s customer‑centric standards. It is a key position to deliver a “One Customer” experience through process discipline, visibility, and proactive communication.
Main Tasks
- Is in charge of ordering for Gold Customer
- Is in charge of solving the problems (aka cases) of Gold Customers
- Manage and oversee the complete Order-to-Cash cycle for assigned customers.
- Coordinate with Sales, Logistics, and Finance to ensure smooth order flow, on‑time delivery, and accurate invoicing.
- Act as escalation point for complex customer issues (delivery, billing, claims) ensuring timely and professional resolution.
- Ensure adherence to customer segmentation rules (Gold, Silver, Bronze) and defined service levels.




- Drive the adoption of digital tools such as the Customer Portal, CRM, and EDI for self‑service and transparency.
- Monitor performance indicators (OTIF, backlog, blocked orders, open claims) and communicate improvement actions.
- Facilitate alignment meetings between commercial and operational teams to discuss performance and pain points.
- Support onboarding of new customers, ensuring master data completeness and training on digital tools.
- Lead continuous‑improvement activities to simplify processes and enhance customer satisfaction.
- Support change management and knowledge sharing across European Customer Care teams.
- French proficiency at C1 level or higher.
- English proficiency at C1 level or higher.
- Comprehensive knowledge of the Order-to-Cash process and its interfaces (Sales, Logistics, Finance).
- 3+ years of experience in Customer Account Management or Customer Care leadership.
- Bachelor’s or university

📌 Senior Customer Operations Lead (Barcelona)
🏢 Teleperformance Spain
📍 Barcelona