Head of Operations (Customer Experience)
Acertto Talent Linkers SL
Valencia, España
hace 5 días

Set in the heart of one of Europe s most popular cities to live, a leading boutique CX company is hiring a Head of CX Operations to join their fast growing team.

This CX boutique specialises in providing incredibly high standard customer experience supprot for fast-growing scale-ups across Europe.

The Head of CX Operations will be responsible for overseeing the daily activities of their diverse and international team of passionate customer service experts based in the centre of Valencia.


  • The successful candidate will have the opportunity to take a leading role in one of Europe s top boutique CX companies, leading an incredible team of passionate international talents
  • You will be supported by a team of inspirational start-up and scale-up entrepreneurs along the way, providing insight and guidance throughout your journey
  • The chance to live in Valencia, voted the world s number one place to live for foreigners
  • Make a real impact and be able to see your actions translate into growth for both the company and yourself

  • Designing policies that provide direction in line with the overall company strategy
  • Implementing efficient processes and maintaining the high standards
  • Overseeing the various customer service teams
  • Implementing exciting new technology solutions
  • Managing contracts and relationships with assorted vendors, partners and other stakeholders
  • Mentoring and motivating teams to maximise productivity and engagement
  • Ensuring compliance with relevant local and international laws (e.g. DPR)
  • Coordinating strategies to maximise customer retention
  • Budgeting and expense planning to optimise costs and benefits
  • Reporting on performance
  • Evaluating risk and leading quality assurance efforts

  • Proven success as a CX Success Manager, Operations Director, or similar in a leadership role (ideally 3+ years)
  • Confident with general business functions including HR, finance and supply chains
  • IT experience with Customer Service / Customer Experience
  • Analytical mindset with knowledge of data analytics and reporting
  • A natural problem-solver
  • Top-tier organisational ability and leadership ability
  • Incredible communication and negotiation skills
  • Fluent in English and Dutch would be preferable, other languages are always a plus!
  • The successful candidate will have the attitude to match the experience, someone who has the energy to motivate others and create a great working environment for everyone!
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