Senior Business Operations Specialist

Madrid, Spain

We are looking for a highly motivated and autonomous Senior Business Operations Specialist to join our Business Processes & Systems (BP&S) team, with a dedicated focus on Customer Experience (CXP) operations. This role is critical not only in optimizing workflows and processes leveraging automation and AI across our core CXP platforms and teams, but is also a pivotal role for the broader company strategy, contributing directly to an exceptional customer journey.

This is an exciting opportunity for an individual with a strong foundation in automation and a keen interest in AI or innovative technologies to apply and expand their expertise within a fast-paced, high-growth SaaS environment. Embedded within the global BP&S team, you will ensure alignment with our overarching methods and frameworks, driving efficient execution across CXP initiatives.

Key Responsibilities

• Collaborate closely with the VP of Customer Experience and CXP teams' Heads (Customer Care, Academy, Community, Documentation) to identify opportunities for process optimization, automation, and AI integration within their respective operations and drive consequent execution.
• Orchestrate, design, and implement scalable and robust no-code technical solutions that integrate different systems, technologies, and functions. Leverage Make as the primary tool supported by a central project management framework for quality and timely delivery.
• Lead engagements with CXP stakeholders to gather detailed requirements, analyze current processes, and identify gaps for effective solution design and implementation.
• Explore, evaluate, and implement potential applications of AI to enhance CXP processes, such as improving response times, personalizing customers’ interactions, or streamlining knowledge management, with the opportunity to have a company-wide impact.
• Contribute to the continuous improvement of internal CXP processes and external engagements, ensuring they are scalable, efficient, and user-friendly.
• Develop and maintain comprehensive documentation for all implemented automation workflows, AI applications, and initiatives within CXP.
• Support the establishment and adherence to best practices and governance frameworks for automation and AI usage across CXP operations.
• Stay up-to-date with the latest trends and advancements in automation, AI, and customer experience technologies, proactively proposing innovative solutions.
• Actively participate in knowledge sharing and collaborative initiatives within the BP&S team and with CXP stakeholders.

What We're Looking For

• Proven proficiency with Make (our own software and integration platform) is essential, along with strong foundational knowledge in automation technologies and concepts.
• A curiosity and drive to experiment with new technology and tools, particularly AI.
• Prior solutions design and implementation experience in AI projects will be highly valued.
• Strong analytical and problem-solving skills with the ability to transform cross-functions’ requirements and gaps into clear, actionable technical solutions.
• Excellent communication and collaboration skills, with the ability to engage diverse stakeholders, gather requirements effectively, and maintain continuous alignment with a diverse set of stakeholders.
• Capability to work autonomously and manage multiple priorities in a dynamic environment.
• Eagerness to share knowledge and collaborate within a team setting.
• Highly adaptable and comfortable navigating change in a fast-paced, fast-growth company.
• A proactive and self-motivated approach with a strong sense of ownership.

Desirable

• Functional knowledge or experience within any of the following areas: customer care, online academies, community management, or technical documentation.
• Experience working in a SaaS environment.
• Familiarity with project management (waterfall or agile) methodologies.
• Knowledge around Freshwork, Thinkific, Discourse, Softr is a plus.

What We Offer

• The opportunity to gain hands-on experience and make a significant impact in a high-growth SaaS company.
• Exposure to a wide range of automation and AI initiatives within a critical business function.
• A collaborative and supportive work environment within a global team.
• The chance to directly influence and improve the customer experience for Make users worldwide.
• 💸 Annual bonus
• 🌎 Multinational team with 42 nationalities creating the future of automation
• 🎓 Learning & Development plan (online language, professional courses, conference tickets, and other trainings) & 2 Company Learning Days per year 
• 🌳3 Company Impact Days per year
• 🍎 Notebook/MacBook
• 🏝 25 days of vacation, 4 sick days
• 🫶 10 care days to care for your loved ones
• 👨‍👩‍👧‍👦 Extra parental vacation (3-6 months) 
• 👶 RSUs grant for a newborn child
• ☂️ Life insurance
• 🏋️ Gympass
• 💳 Meal and transportation tickets, medical insurance
• 🥳 Team buildings, parties, and company events multiple times a year
• 🏡 Flexible working hours + home office