Customer Operations Lead
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Key skills for this role
About the Role
Iberdrola seeks a Customer Operations Lead to design and improve customer processes including onboarding, delivery, billing, and support for a SaaS start-up.
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
- Certification in Agile, Lean, or Process Design is a plus
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.
- You’ll leverage agile practices and low code tools to create streamlined, repeatable workflows that keep things simple now and scalable for the future.
- Working at the intersection of Product, Commercial, and Finance, you’ll make sure operations enable growth, delight customers, and drive efficiency.
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—knows how to make things work simply and fast.
- Experience working cross functionally with Product, Finance, and Commercial teams.
Skills and Competencies
- Sharp process thinking—knows how to design, document, and optimize every step of the customer journey.
- Analytical mindset—uses data to drive improvements and inform decisions.
- Understands Business Process Management Tools.
- Low code CRM configuration.
- Agile at heart: comfortable iterating, running quick experiments, and embracing change.
- Strong communicator who can bridge teams and keep everyone moving in sync.
- Tech savvy and curious about digital tools, automation, and anything that boosts productivity.
- Relentless about customer experience and operational excellence.
Key Performance Indicators (KPIs)
- 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.
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