As a strategic leader, you will oversee the daily operations of our multilingual customer service team. Key responsibilities include ensuring high-quality service delivery and adherence to KPIs/SLAs, leading and mentoring team leaders and agents, collaborating with global stakeholders to align strategy and execution, and driving continuous improvement in customer experience and operational efficiency. This role requires extensive proven experience in customer service operations, preferably in hospitality, travel, or BPO, strong leadership and communication skills, advanced Spanish and English (both written and spoken), deep understanding of customer experience metrics, tools, and methodologies, and residence in Spain and availability to work on-site in Málaga. We are looking for a motivated leader who thrives in a fast-paced, customer-first environment. If you have a passion for delivering exceptional customer experiences and driving business growth, this is an exciting opportunity to take your career to the next level. Key Skills and Qualifications: Customer service operations experience Leadership and communication skills Advanced Spanish and English language proficiency Deep understanding of customer experience metrics and methodologies Benefits: This role offers a unique opportunity to join a world-renowned hotel chain and contribute to its continued success. As a valued member of our team, you will enjoy a range of benefits, including: Competitive salary and benefits package Opportunities for professional growth and development Collaborative and dynamic work environment