Head of Operations at a Cx Boutique

hace 2 semanas


Valencia, España Moonshot A tiempo completo

**The Project**:
Take the reins of the CX operations at a leading boutique CX company dedicated to delivering high quality customer experience services to growing international scale-ups. The company is growing very quickly, and at just 2 years old it currently has 70+ dedicated employees and counting, all working out of their beautiful office in the centre of Valencia.

To further capitalise on this period of rapid expansion, there has arisen the need for a Head of Operations to step in and oversee the daily activities in the Valencia office. Your responsibilities will include designing policies, overseeing the client customer experience teams, implementing technology solutions, and analysing performance data. As a dynamic leader with an analytical and strategic mind and a broad knowledge of the CX business, you’re committed to working in a fast-growing company and keen to take on a challenge.

**Your Mission**:

- Lead the way for the customer experience team - totalling 70FTEs across 6 customer accounts
- Manage contracts and relations with customers/vendors/partners/stakeholders
- Mentor and motivate the different teams to be the best possible
- Design and implement new policies and processes
- Oversee expenses and budgeting to optimise the organisation
- Implement tech solutions to automate processes
- Track and analyse performance data

**What’s in it for you?**
- A career in a fast-growing European scale-up with excellent prospects for progression
- Join an ecosystem of dedicated scale-up entrepreneurs
- Collaborate with other well-known and fast-growing brands in Europe
- Join a community of like-minded internationals in a stunning city
- Relocation and administrational support where necessary
- Healthy cooked lunch everyday Breakfast, snacks, tea and coffee also all up for grabs throughout the day
- A jam-packed programme of additional activities from Spanish classes to boot camps in the park to make the most of your time here
- Make a real impact and take ownership of your role
- Fluent in English
- Proven experience as a Customer Success Manager, Operations Manager, Head of Operations or similar
- Experience managing large teams of agents and Team Leads
- Familiarity with all business functions including HR, Finance, Supply Chain and IT Experience with Customer Service/Customer Experience
- An analytical mindset and a problem-solving attitude
- Knowledge of data analytics and reporting
- Excellent organisational and leadership ability
- Outstanding communication and negotiation skills
- Good with numbers and financial planning


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