Customer Operations Lead

Customer Operations Lead

Join Iberdrola as Customer Operations Lead and shape the backbone of our customer experience in a fast‑growing SaaS startup.

• Architect the end‑to‑end customer journey, building and refining onboarding, delivery, billing, and support with a LEAN mindset.
• Implement and iterate agile day‑to‑day processes using low‑code/no‑code tools (e.g., Jira Service Desk, Zoho) for automation and speed.
• Design lightweight frameworks and documentation so the entire team can deliver a consistent, top‑notch B2B customer experience.
• Set up dashboards and reporting for customer operations KPIs—track what matters and act fast.
• Act as operations point of contact, collaborating seamlessly with Product, Commercial, and Finance teams to maintain alignment as we grow.
• Proactively gather feedback from customers and teams, turning insights into process improvements.
• Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, and automate wherever possible.

• Degree in Engineering or Business Administration.
• Certification in Agile, Lean, or Process Design is a plus.
• 5+ years leading customer operations in SaaS start‑ups or telco spin‑offs, ideally in B2B environments.
• Proven expertise building and improving core customer processes from scratch in fast‑paced, resource‑limited teams.
• Hands‑on experience with low‑code platforms and automation tools—knows how to make things work simply and fast.
• Experience working cross‑functionally with Product, Finance, and Commercial teams.
• Strong process thinking, analytical mindset, and proficiency with Business Process Management tools.
• Agile mindset—comfortable iterating, running quick experiments, and embracing change.
• Excellent communication skills and ability to bridge teams and keep everyone moving in sync.

• First response/resolution time for support queries.
• Billing accuracy and DSO (days sales outstanding) metrics.
• Customer satisfaction (CSAT) and NPS for operational touchpoints.
• Onboarding time and customer ramp‑up speed.
• Frequency and impact of process improvements based on team/customer feedback.
• Number of manual process steps eliminated or automated.
• Readiness and scalability score of processes ahead of growth milestones.

As the Customer Operations Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission‑driven team and play a pivotal role in building a technology‑led organization that delivers innovative solutions to some of the world’s most pressing challenges.

Note: The job posting closed on January 31, 2026.