Head of Operations

Henry Schein

. Lead a team of approximately 40–50 people across Application Support, Customer Onboarding & Go-Live, and operational governance/internal processes .

Posted 10/7/2026full-timeBarcelona • SpainLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading large teams, optimizing operational workflows, and implementing scalable processes within a SaaS environment. Proficient in driving transformation through effective resource allocation, KPI management, and the integration of AI-driven tools.

Highest-signal resume keywords

Team LeadershipSaaS ImplementationOperational GovernanceAutomation and AI-Driven ToolsResource Allocation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL-Based Service Desk OperationsOperational Workflow MappingKPI MonitoringSLA ManagementWorkload Planning

Soft Skills

Change CommunicationCultural EvolutionCollaboration

Tools & Technologies

Intelligent TicketingKnowledge AutomationPredictive Insights

Industry Keywords

Customer OnboardingGo-Live ProcessesPerformance-Driven ModelContinuous Improvement

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Lead a team of approximately 40–50 people across Application Support, Customer Onboarding & Go-Live, and operational governance/internal processes
Define and implement operational structure and accountability
Monitor and improve SLAs, KPIs, and service quality
Ensure resource allocation and workload planning
Shift support from a reactive model to a predictive, performance-driven model
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
Identify automation opportunities across support and onboarding
Promote AI-driven tools and define metrics to measure their impact
Support teams in evolving their roles alongside technology
Lead experienced team leaders and drive cultural evolution
Communicate change clearly and constructively
Build engagement around results, ownership, and continuous improvement
Bridge Operations, Product/Engineering, Sales, and HR
Drive transformation focused on results, structure, and long-term scalability

Requirements

What you’ll need

Experience leading a team of approximately 40–50 people
Experience with ITIL-based Service Desk operations
Experience with SaaS implementation, customer onboarding, and go-live processes
Knowledge of operational governance, internal processes, SLAs, KPIs, and service quality
Experience with resource allocation and workload planning
Experience mapping, standardizing, optimizing, and scaling operational workflows
Experience with automation and AI-driven tools, including intelligent ticketing, knowledge automation, and predictive insights
Experience leading team leaders and managing organizational change
Ability to collaborate across Operations, Product/Engineering, Sales, and HR