Location
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Barcelona (Hybrid model)
Experience/Profile
Operations | SaaS | ITIL | Process Optimization | Automation
Languages
Spanish & English (Catalan is a strong plus)
What’s the Project
You will join a growing international SaaS company that is currently entering an important operational transformation phase.
After several years of stable growth, the organization is now scaling its subscription-based SaaS model across Europe and modernizing its operational structure to become more efficient, structured and scalable.
To support this evolution, the company is looking for an Operations Manager who can work close to the operational teams, identify improvement opportunities and help restructure and optimize existing processes.
This is a hands‑on operational role, where you will be involved both in strategy and execution alongside the teams.
Your Role & Impact
As Operations Manager, you will work closely with the operational teams and team leaders to improve performance, processes and operational efficiency.
The role focuses on supporting and guiding the teams directly, while helping structure operations as the company continues to grow.
You will mainly work across:
Customer Support
ITIL-based Service Desk
Ticket management, SLA monitoring and service quality
Customer Onboarding
Managing the transition from Sales to Customer Success
SaaS implementation and go‑live for new clients
Key Responsibilities
Operational Performance & Governance
Work closely with operational teams to improve service performance
Monitor SLAs, KPIs and operational metrics
Identify operational bottlenecks and implement practical improvements
Ensure proper workload distribution and operational efficiency
Process Optimization
Map and analyze current operational workflows
Identify inefficiencies and areas for improvement
Standardize processes to support future growth
Improve collaboration between support, onboarding and product teams
Automation & Tooling
Identify opportunities to reduce manual work through automation
Support the implementation of smarter operational tools
Collaborate with Product and IT teams to improve internal systems
Team Collaboration
Work closely with operational specialists and team leaders
Support teams in solving operational challenges
Provide guidance and structure to improve ways of working
Foster a culture of accountability, ownership and continuous improvement
Must Haves
5-8+ years of experience xpzdshu in Operations, Customer Support or Service Operations
Experience working in SaaS, software or IT-related environments
Strong understanding of ITIL or service management frameworks
Experience improving operational processes and workflows
Hands‑on mindset and ability to work close to execution teams
Strong analytical mindset and experience with KPIs and service metrics
Fluent Spanish and English, Catalan is a strong plus
Nice to Have
Experience in SaaS scaling environments
Exposure to automation tools or AI-assisted workflows
ITIL certification
Experience working in mid‑sized or fast‑growing companies
What’s in It for You
Competitive salary package
Annual performance bonus
Training & development opportunities
International SaaS environment
High‑impact role in an operational transformation
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