Customer Operations Lead
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Key skills for this role
About the Role
Iberdrola seeks a Customer Operations Lead to design, run, and improve core customer processes for a SaaS start-up. The role requires 5+ years leading customer operations in SaaS start-ups, expertise in low-code tools, and a LEAN mindset.
Key Skills for This Role
Responsibilities
- Architect the end to end customer journey: build and refine onboarding, delivery, billing, and support with a LEAN mindset
- Implement and iterate agile day to day processes using low code/no code tools for automation and speed
- Design lightweight frameworks and documentation for consistent B2B customer experience
- Set up dashboards and reporting for customer operations KPIs
- Act as operations point of contact, collaborating with Product, Commercial, and Finance teams
- Proactively gather feedback from customers and teams, turning insights into process improvements
- Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, automate wherever possible
Requirements
- Degree in Engineering or Business Administration
- 5+ years leading customer operations in SaaS start ups or telco spin off, ideally in B2B environments
- Proven expertise in building and improving core customer processes from scratch in fast paced, resource limited teams
- Hands on with low code platforms and automation tools
- Experience working cross functionally with Product, Finance, and Commercial teams
- Sharp process thinking and analytical mindset
- Understanding of Business Process Management Tools
- Low code CRM configuration
Full Job Posting
Position Description
- As Customer Operations Lead, you’ll design, run, and continuously improve all core customer processes—onboarding, delivery, billing, and support—tailored for the agility and speed of a fast growing environment.
Jobs To Be Done
- Architect the end to end customer journey: build and refine onboarding, delivery, billing, and support with a LEAN mindset
- Implement and iterate agile day to day processes using low code/no code tools (like 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 keep 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, automate wherever possible
Requirements
- 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 off ideally in B2B environments
- Proven expertise in building and improving core customer processes from scratch in fast paced, resource limited teams
- Hands on with low code platforms and automation tools
- Experience working cross functionally with Product, Finance, and Commercial teams
Skills and Competencies
- Sharp process thinking
- Analytical mindset
- Understands Business Process Management Tools
- Low code CRM configuration
- Agile at heart
- Strong communicator
- Tech savvy and curious about digital tools
- Relentless about customer experience and operational excellence
Key Performance Indicators (KPIs)
- First response/resolution time for support queries
- Billing accuracy and DSO metrics
- Customer satisfaction (CSAT) and NPS for operational touchpoints
- Onboarding time and customer ramp up speed
- Frequency and impact of process improvements
- Number of manual process steps eliminated or automated
- Readiness and scalability score of processes
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