Head of Operations Customer Service

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, English and Portuguese is required.
• Adaptability & Cultural Awareness: Comfortable operating in a complex matrix environment and navigating different cultures and working styles.

About VELUX
In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.

Alongside the rest of our values, "courage" and "mutual respect" define our actions every day and how we wish to contribute to the world.

Equal Opportunity Employer
VELUX Residential is fully committed to the concept and practice of equal opportunity in all aspects of employment. To further our goal of equal employment opportunity for all employees and prospective employees, it is the policy of VELUX Residential to recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity and only job-related qualifications will be required.