Head of Operations Customer Service & After Sales – Iberia VELUX Alcobendas, Community of Madrid, Spain
Overview 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.
Key Responsibilities
Operational Excellence & Cross‑functional Collaboration – Deliver best‑in‑class Order to Cash processes, Customer and After Sales service, promote continuous improvement and operational excellence.
Process Efficiency – Ensure constant process efficiency, tools and technology implementation, Customer‑centric approach and change management where appropriate.
Stakeholder Management – Build strong relationships with key internal and external stakeholders, including Market Director Iberia and Sales teams.
People Leadership – Lead a decentralized operational structure, managing two local Operations Managers, four Technical Support Technicians, and support rollout of AFS.
Budget Ownership – Manage and monitor the Iberian Operations budget, ensuring efficiency and alignment with business priorities.
Strategic Contribution & Projects – Actively contribute to regional and general initiatives, cross‑market transformation and improvement projects.
Long‑term Vision & Development – Define and implement a long‑term roadmap for operational growth and excellence in Iberia, aligned with local market needs and regional goals.
Benchmarking & Best Practice Sharing – Leverage learnings and practices from other markets to continually enhance Iberian operations.
Required Skills & Competencies
Leadership & Team Management – Proven experience in leading multicultural and geographically distributed teams.
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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service
Industries: Wholesale Building Materials
Equal Opportunity Employer – VELUX is an equal opportunity employer and welcomes applicants from all backgrounds.
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