Job DescriptionWe are building a digital retail platform for residential customers. The Head of Operations brings practical operational knowledge into digital delivery: understanding market, regulatory, commercial and process needs, designing the way we work, and making sure the operational engine behind the customer journey is accurate, compliant, scalable and AI-enabled by design rather than by retrofit.The role covers the transactional backbone of the end-to-end customer journey (from contracting to switching, first bill, invoicing and collection) across our billing, CRM and operational tooling. Spain at launch, followed by other markets such as France, Germany and Italy. The person in this role will own switching, billing and invoicing, and cash collection end to end, from process and procedure design through business ownership of the supporting tooling, team build-up and day-to-day performance.This is a build role, and an AI-first one. The processes, the controls, the procedures and the team do not exist yet; you will create them.



We expect the operating model to be designed around automation and AI from the first process map, with the manual path treated as the exception rather than the starting point.Key responsibilitiesAct as the business reference point for switching, billing, invoicing and cash collection across the Spanish operation and, subsequently, the markets that follow.Design and own the end-to-end switching process (cambio de comercializadora), including ATR request management, SIPS data validation, contract activation and exception handlingDefine the operational interface with the distribution system operators (e-distribución, i-DE, UFD, e-redes, Viesgo and regional DSOs)Manage the operational side of customer exits and win-back, including debt-related switching constraintsDesign the billing cycle end to end: meter data acquisition and validation, estimation logic, tariff application across residential structures (2.0TD for electricity, RL and TUR

📌 Americas Operations Leader (Madrid)
🏢 Chg-Meridian
📍 Madrid