Senior Customer Care Operations Specialist

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. Define and maintain process and quality standards for customer service execution across the Core marketplace business .

Posted 10/28/2026full-timeBarcelona • SpainSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service operations management, focusing on process design, quality validation, and performance measurement. Proficient in stakeholder management and data-driven decision-making across multiple markets.

Highest-signal resume keywords

Customer Service ManagementProcess DesignQuality ValidationProject ManagementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DesignQuality ValidationData AnalysisProject ManagementPerformance Measurement

Soft Skills

Stakeholder ManagementCross-Market CollaborationEscalation Management

Industry Keywords

Customer ServiceOperations ManagementMulti-Market ExperienceMarketplace BusinessProcess Governance

About the role

Key responsibilities & impact

Define and maintain process and quality standards for customer service execution across the Core marketplace business
Run the operating cadence, including reviews, escalation management and performance check-ins, with Core local operations leaders
Own quality validation for Core and sign off that operational execution meets the Quality Lead's rubric
Escalate quality and process gaps
Ensure cross-market consistency within Core
Partner with the Quality Lead and Strategic Operations' data team to translate QA and data findings into operating changes
Identify and close process gaps proactively
Represent the central customer service team to Core local operations leadership
Coordinate with the Ops Excellence Manager – PMS to align business lines on shared standards
Establish or refresh the operating cadence with PMS leadership
Drive email deprecation, reducing email volume by 50% and moving volume to live digital channels
Drive phone volume reduction of 35%
Establish clear cost-per-ticket measurement and an improvement plan targeting less than €3

Requirements

What you’ll need

5+ years in customer service or operations management
Project management experience
Comfortable reading and shaping data
Experience building projects and leading from 0 to 1
Experience operating across multiple markets
Strong stakeholder management without formal authority (dotted-line experience)
Process design and documentation discipline
Comfortable owning quality validation and process governance
Fluent English
Must already have the legal right to work in the country of residence or the location of the role; visa sponsorship is not available
Nice to have: multi-market marketplace or consumer business experience
Nice to have: an additional European language (ES, PL, IT, PT, CZ, DE)

Benefits

Comp & perks

Healthcare insurance
Gym memberships
Mental health support
Vacation time
Birthday leave
Flexible time off / recharge days
Local meal vouchers (ticket restaurant), depending on location
Transport allowances, depending on location
Extended parental leave, depending on location
Career growth and professional development opportunities
Cross-functional project opportunities
Remote work and flexible hours, depending on role and team
Access to office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna
Global, diverse and inclusive work environment