Senior Operations Manager - Spanish and English Speaker

Location : Barcelona (Hybrid model) Experience/Profile:

Leading Operations | SaaS | ITIL | Automation & AI Languages : Spanish & English (Catalan is a strong plus)

WHAT’S THE PROJECT? You’ll join a growing international medical SaaS company entering a key transformation phase.

After years of stable growth, the organization is now scaling its subscription model and modernizing its Operations to become more efficient, data-driven and automation-focused.

This role is central to that evolution.

YOUR ROLE & IMPACT As a Senior Operations Manager, you will lead a team of approx. 40–50 people, covering:

Application Support (ITIL-based Service Desk) Customer Onboarding & Go-Live (SaaS implementation) Operational governance & internal processes

Your impact will be tangible and strategic:

Operational Governance & Performance Define and implement clear operational structure and accountability Monitor and improve SLAs, KPIs and service quality Ensure proper resource allocation and workload planning Shift from reactive support to a predictive, performance-driven model

Process Optimization & Scalability Map, standardize and optimize operational workflows Eliminate inefficiencies and reduce manual effort Implement scalable processes aligned with a SaaS environment Build a strong KPI and reporting culture

Automation & AI Enablement Identify opportunities for automation across support and onboarding Promote AI-driven tools (intelligent ticketing, knowledge automation, predictive insights) Define clear metrics to measure impact Support teams in evolving their roles alongside technology

Leadership & Change Management Lead experienced team leaders and drive cultural evolution Communicate change clearly and constructively Build engagement around results, ownership and continuous improvement Act as a key bridge between Operations, Product/Engineering, Sales and HR

This is a transformation role, focused on results, structure and long-term scalability.

MUST HAVES 6–10+ years of experience leading Operations, ideally in SaaS, software or IT-related environments Strong knowledge of ITIL principles and service management frameworks Proven experience managing support and/or onboarding/customer operations teams Demonstrated success in process optimization and operational scaling Strong data-driven mindset with KPI ownership Experience driving change in established teams Native level in Spanish, full professional proficiency in English (Catalan is a strong plus)

NICE TO HAVE Experience in SaaS or Cloud transition environments Exposure to automation and/or AI implementation ITIL certification Experience in mid-sized, fast-evolving companies

WHAT’S IN IT FOR YOU? Competitive salary package Annual performance bonus Training & development opportunities International exposure and high-impact leadership role Hybrid flexibility