Oversee the full service lifecycle: manage risks, issues, changes, budgets, deployment schedules, and progress updates
Work directly with client senior management to ensure project goals are realistic, aligned, and achievable
Govern projects and programs through clear communication plans, structured stakeholder engagement, and effective reporting
Respond promptly to customer inquiries and manage escalations in partnership with Service Managers
Track and follow up on customer interactions to ensure successful resolution and satisfaction
Lead daily operational discussions with customers: address constraints, propose improvements, and drive execution of action plans
Lead and develop a team of 5 people, fostering a safe environment for open communication and bilateral feedback
Coordinate cross‑functional Operations teams across Iberia to ensure end‑to‑end service delivery, innovation, and continuous improvement
Maintain high standards of financial reporting and project accounting
Define and manage budgets and delivery margins

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
3–5 years of experience in the payments industry in a customer service or operations management role
Strong proficiency in Microsoft Office and customer service tools
Excellent written and verbal communication skills
Solid understanding of management practices, stakeholder management, and process improvement
Experience preparing reports, service analysis, and financial tracking
High level of English (required)

Customer Operations Management Lead

Key skills