Hours: 40 hours per week with rotating shifts of 4 days of 10 hours followed by 4 days off.

About the Role

The Operations Controller is responsible for coordinating the successful delivery of customer journeys and operational services within CMAC's fast-paced Control Centre.

Acting as the central point of coordination, you will bring together customers, suppliers, operational teams and partners to ensure services are delivered safely, efficiently and in line with agreed service levels. From arranging transport and accommodation to managing time-critical disruptions, you will oversee requests from initial contact through to successful resolution.

No two days are the same. Part customer service operation, part live operational control and part crisis response centre, the role requires you to think quickly, remain calm under pressure and make effective decisions in changing situations. Whether supporting disrupted airline passengers, responding to operational needs or coordinating multiple stakeholders, you will play a key role in keeping people moving when it matters most.

You will monitor live operations, manage competing priorities, maintain accurate records and proactively identify risks, service issues and customer concerns, ensuring they are resolved or escalated appropriately.

This is an exciting opportunity for someone who thrives in a dynamic, high-energy environment and enjoys problem solving, stakeholder coordination and delivering exceptional customer outcomes in real time.

What Success Looks Like

- Customer and operational requests are delivered accurately, efficiently and within agreed service levels.
- Customers receive professional,



responsive and customer-focused support throughout their journey.
- Transport, accommodation and other services are coordinated effectively to achieve positive customer outcomes.
- Booking records, operational updates and audit trails remain accurate and up to date.
- Operational risks, service issues and customer concerns are identified and escalated appropriately.
- Workloads are managed effectively, even during periods of disruption or high demand.
- Operational procedures, quality standards and compliance requirements are consistently followed.
- Shift handovers support seamless operational continuity.
- Customer service standards, operational KPIs and stakeholder expectations are consistently achieved.

Core Responsibilities

Operational Delivery & Coordination

- Receive, record and manage customer and operational requests through to completion.
- Coordinate transport, accommodation and other required services with approved suppliers.
- Manage bookings and service delivery in line with customer, contractual and operational requirements.
- Ensure requests are actioned accurately within the Operations Portal and within agreed service levels.
- Monitor operational activity and take proactive action to prevent service disruption.
- Deliver excellent customer service throughout the operational process.





Booking Management & Service Monitoring

- Monitor bookings through internal systems, supplier platforms and operational tracking tools.
- Maintain oversight of active requests and identify issues requiring intervention.
- Liaise directly with suppliers to ensure services are delivered as expected.
- Provide accurate progress updates to customers and internal stakeholders.
- Ensure service delivery remains aligned to customer requirements and operational standards.
- Support service recovery activities where required.
- Act as a point of contact for customers and operational stakeholders.
- Communicate booking updates, service changes and operational information clearly and professionally.
- Manage customer expectations and provide timely support throughout the delivery process.
- Build positive working relationships with suppliers and internal teams.
- Escalate customer concerns and service-related issues appropriately.
- Maintain high standards of customer care and professionalism.

Records, Compliance & Risk Management

- Maintain complete and accurate booking records, customer notes and operational documentation.
- Ensure all actions are recorded within company systems and audit requirements are met.
- Identify service failures, customer complaints and operational risks.
- Escalate issues promptly in accordance with company procedures.
- Follow operational controls, governance requirements and service standards.
- Ensure information is managed accurately and confidentially.

Decision Making & Problem Solving

- Resolve routine operational issues independently where possible.
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📌 Operations Controller (Barcelona)
🏢 CMAC Group
📍 Barcelona