Location : 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
This role requires someone close to execution, capable of working directly with operational teams to solve challenges and improve processes.
MUST HAVES
* 5-8+ years of experience 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