Location: Madrid (HQ)
Reports to: CEO (Jaime)
Mission of the Role
As Head of Customer Operations, your mission is to make sure that hundreds of kitchen and wardrobe projects are delivered every month with an outstanding experience for our clients.
You will lead the team that owns the customer journey from handover (sale closed) until installation or delivery is successfully completed – across DIY and Full Service projects, in Spain first and progressively across Europe. You will prepare and lead the operational rollout in France and Germany, ensuring consistent delivery standards across countries.
We are looking for someone who deeply understands scalability, who has scaled teams and operations in previous roles, who excel in operational leadership, and who brings a strong process-automation mindset.
You will be the voice of the customer inside Operations, ensuring deadlines, budgets and quality standards are met while building scalable processes that allow CUBRO to expand with SG across multiple countries.
Key Responsibilities
1. Lead & Scale the Delivery Organization
- Build, lead and coach a team composed of Project Managers, Delivery Support, Incident Resolution, Logistics Service Control (LSC), and Post Sales Support.
- Define clear roles, responsibilities and interfaces within the team and with Design, and Supply Chain.
- Set and monitor capacity models (e.g. projects per PM, per Delivery Support), and adjust the structure as volume grows.
- Bring a proven ability to scale operations efficiently; moving from manual processes to streamlined, technology-supported workflows.
2. Own the End‑to‑End Delivery Journey
- Own the customer journey from handover → design/technical closure → production readiness → delivery/installation → Post‑Sales.
- Ensure we collect all necessary information from clients (measurements, constraints, decisions) at the right moment to avoid rework and delays.
- Guarantee that DIY projects are delivered correctly and FS projects are installed on time, in full and with the expected quality.
3. Run Project Delivery at Scale (DIY & Full Service)
- Lead the Madrid Delivery Hub coordinating projects in Spain and, progressively, France and Germany.