Head of Operations

The Head of Operations - IBERIA is responsible for leading and developing the operational performance across VELUX in Spain and Portugal. This strategic role reports to the Regional Operations Director South-West Europe and contributes to both local execution and regional initiatives.

The position oversees two local Operations Managers, each responsible for their national teams (7 people in Spain, 4 in Portugal) across Sales Operations and Customer Care. In addition, the Technical Support team (4 field technicians) reports directly to the Head of Operations. The After Sales Technician (AFS) function is currently outsourced in Spain and being progressively implemented in Portugal.

**Area of Responsibilities**:

- **Operational Excellence & Cross-functional Collaboration**:
Deliver best in class Order to cash process, Customer and after sales service : Promote a culture of continuous improvement and operational excellence. Foster collaboration across functions and countries.

Ensure constant process efficiency, tools and technology implementation and Customer centric approach, change management where appropriate.
- **Stakeholder Management**:
Build strong relationships with key internal and external stakeholders, including the **Market Director - Iberia**and Sales teams, ensuring effective collaboration and alignment.
- **People Leadership**:
Lead a decentralized operational structure, managing:

- 2 local Operations Managers overseeing Sales Operations and Customer Care teams (Spain & Portugal)
- 4 Technical Support Technicians across both countries (direct reporting line)
- Supervise and support the rollout of AFS (After Sales Support): outsourced in Spain, under development in Portugal
- **Operational Coherence**:
Ensure alignment and process consistency across all operational areas: Sales Operations, Customer Care, Technical Support, and After Sales activities.
- **Budget Ownership**:
Manage and monitor the Iberian Operations budget, ensuring efficiency and alignment with business priorities.
- **Strategic Contribution & Projects**:
Actively contribute to regional and global initiatives, taking part in cross-market transformation and improvement projects with strategic or tactical impact.
- **Long-term Vision & Development**:
Define and implement a long-term roadmap for operational growth and excellence in Iberia, aligned with both local market needs and regional goals.
- **Benchmarking & Best Practice Sharing**:
Leverage learnings and practices from other South-West markets and relevant external benchmarks to continually enhance Iberian operations.

**Required Skills & Competencies**:

- **Leadership & Team Management**:Proven experience in leading multicultural and geographically distributed teams. Ability to coach and empower both managers and field technicians.
- **Operational Expertise**:Solid knowledge of customer care, sales operations, and technical support environments.
- **Strategic Thinking**:Ability to develop and implement long-term strategies while maintaining a hands-on approach to daily operations.
- **Project & Change Management**:Comfortable leading or contributing to transformation initiatives at regional or global level.
- **Financial Acumen**:Strong understanding of budgeting, cost control and operational KPIs.
- **Communication & Influence**:Strong interpersonal and communication skills; ability to interact with senior stakeholders across functions and geographies.
- **Language Skills**:Fluency in Spanish and English is required. Proficiency in Portuguese is highly desirable.
- **Adaptability & Cultural Awareness**:Comfortable operating in a complex matrix environment and navigating different cultures and working styles.