Descripción de la oferta
About ValeriaValeria is building the future of HR and payroll in Spain. We're an AI-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture). We're rethinking how an entire industry works—moving from manual, error-prone processes to intelligent automation. We're a fast-growing startup backed by top investors, disrupting a €5B+ industry that's still stuck in spreadsheets and legacy software.The RoleWe're looking for an Operations Lead who's obsessed with building systems that scale. You'll own the architecture of our customer operations: designing automation, eliminating friction, and turning messy processes into elegant, measurable workflows. You'll spend most of your time in the operational layer: mapping journeys, automating touchpoints, designing dashboards, and making sure our systems work before our team has to. You'll also oversee a small CS team, but the real leverage is in the infrastructure you create around them.What You'll DoBuild Automation & Scale OperationsAutomate everything possible: customer notifications, ticket routing, report generation, workflow triggersMap the full customer journey and eliminate every manual touchpoint that shouldn't existBuild operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time-to-resolution, churn signalsDesign early warning systems for at-risk clients and SLA breachesOwn the automation roadmap: quick wins for Q2-Q3, structural projects for H2Own Onboarding End-to-EndFull responsibility from contract signature to successful go-liveDefine standard timelines and success criteria by customer segmentBuild segment-specific playbooks and self-service onboarding for small customersTrack every onboarding in real-time with health scores and proactive escalationMeasure obsessively: time-to-first-payroll, implementation success rate, early CSATBe the Voice of the Customer
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