Director of Customer Service & Process Excellence

Autohero; Madrid; Presencial; EUR 90.000 - 110.000; Jornada completa

Descripción de la vacante

A dynamic automotive company is seeking a leader to manage a diverse customer service team in Madrid. The ideal candidate will have extensive experience in leading teams and handling complex operational workflows, with strong analytical skills and a focus on continuous improvement. Responsibilities include managing relationships with workshop networks, overseeing analytics, and enhancing customer experience through process automation. Opportunities for growth and a competitive compensation package are offered.

Servicios

Permanent contract

Competitive compensation package

Flexible compensation options

Continuous training access

Formación

• Degree in Business Administration, Economics, or related fields; MBA or complementary training is a plus.
• Experience leading large teams (20+ people) in Customer Service or similarly complex environments.
• Strong continuous-improvement mentality, strategic approach, and results orientation.
• Experience managing third-party agreements, negotiations, and KPI tracking.
• Excellent analytical, organizational, and strategic planning skills.
• Experience in process automation and managing complex operational workflows.
• Knowledge of Freshdesk, Twilio, and Google Workspace (Sheets, Drive, Analytics).
• Experience with data visualization and reporting tools (Tableau, Redash).
• C1 level of English (spoken and written).

Responsabilidades

• Lead and develop a large and diverse team, promoting collaboration and a customer-centric mindset.
• Manage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs.
• Oversee analytics and reporting, proposing improvements for efficiency and quality.
• Coordinate Inbound and Outbound Customer Service operations.
• Manage online reputation and implement continuous improvement initiatives.
• Lead the Documentations team for efficient vehicle transfer processes.
• Drive process automation to enhance overall customer experience.

Descripción del empleo

A dynamic automotive company is seeking a leader to manage a diverse customer service team in Madrid. The ideal candidate will have extensive experience in leading teams and handling complex operational workflows, with strong analytical skills and a focus on continuous improvement. Responsibilities include managing relationships with workshop networks, overseeing analytics, and enhancing customer experience through process automation. Opportunities for growth and a competitive compensation package are offered.