Head of AI-Driven Support Transformation

osapiens; Madrid; Híbrido; EUR 90.000 - 150.000; Jornada completa

Descripción de la vacante

osapiens is seeking a Transformation Leader for its Global Support team in Madrid. This full-time, on-site role is hybrid, with up to two days of home office per week, and focuses on turning Support into an intelligent, automated, and continuously improving organization.

You will lead a high-performing team and drive process improvements across Product, Delivery, and Engineering. We value 7+ years in Digital Transformation or SaaS/enterprise tech, with a proven track record in automation,

Formación

• 7+ years in Digital Transformation, Process Excellence, or Customer/Support Operations, preferably SaaS or enterprise tech.
• Background in strategic consulting focused on Digital Transformation or IT-transformation initiatives.
• Proven success implementing automation, AI-enabled support, self-service portals, and process improvements.
• Analytical mindset with data-driven decision making and strong leadership.

Responsabilidades

• Lead and develop a global Support team focused on ownership, learning, and customer obsession.
• Redesign processes, implement automation, and build scalable systems to absorb growth.
• Reduce repetitive tickets by guiding customers to documentation and AI support.
• Analyze ticket data to identify root causes and drive cross-functional improvements.
• Define and track KPIs (MTTR, CSAT, deflection, backlog, SLA) and run weekly reviews.
• Collaborate with Customer Success, Delivery, Product, Engineering, and platform teams to ensure seamless handovers.
• Lead in crises with calm, structured leadership during major incidents and changes.
• Embed retrospectives and measurable experiments to raise performance monthly.

Conocimientos

Leadership

Stakeholder management

Data-driven decisions

Process transformation

Automation

AI-enabled support

Change management

Team building

Descripción del empleo

osapiens is seeking a Transformation Leader for its Global Support team in Madrid. This full-time, on-site role is hybrid, with up to two days of home office per week, and focuses on turning Support into an intelligent, automated, and continuously improving organization.

You will lead a high-performing team and drive process improvements across Product, Delivery, and Engineering. We value 7+ years in Digital Transformation or SaaS/enterprise tech, with a proven track record in automation,