Customer Operations Management Lead
Ingenico Group
Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers, our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.
The position focuses on managing the entire service lifecycle, including risks, issues, project changes, budgets, and deployment schedules. It closely collaborates with senior management and key stakeholders of clients to ensure realistic and achievable project goals. Additionally, it leads teams in Iberia to enhance innovation, deployment, and customer satisfaction. The role also involves reporting to senior audiences, establishing stakeholder management plans, governing projects/programs, and maintaining financial standards.
Key Responsibilities
Service & Project Management
- Oversee the full service lifecycle: manage risks, issues, changes, budgets, deployment schedules, and progress updates.
- Work directly with client senior management to ensure project goals are realistic, aligned, and achievable.
- Govern projects and programs through clear communication plans, structured stakeholder engagement, and effective reporting.
Customer Operations & Support
- Respond promptly to customer inquiries and manage escalations in partnership with Service Managers.
- Track and follow up on customer interactions to ensure successful resolution and satisfaction.
- Lead daily operational discussions with customers: address constraints, propose improvements, and drive execution of action plans.
Team Leadership
- Lead and develop a team of 5 people, fostering a safe environment for open communication and bilateral feedback.
- Coordinate cross‑functional Operations teams across Iberia to ensure end‑to‑end service delivery, innovation, and continuous improvement.
Financial & Performance Management
- Maintain high standards of financial reporting and project accounting.
- Define and manage budgets and delivery margins.
- Control service changes in line with commercial priorities.
- Monitor progress and communicate clearly to internal stakeholders and client senior management.
Requirements
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 3–5 years of experience in the payments industry in a customer service or operations management role.
Technical & Professional Skills
- Strong proficiency in Microsoft Office and customer service tools.
- Excellent written and verbal communication skills.
- Solid understanding of management practices, stakeholder management, and process improvement.
- Experience preparing reports, service analysis, and financial tracking.
Soft Skills
- High energy, enthusiasm, and passion.
- Multitasking ability and strong stress management.
- Customer‑centric approach with a continuous improvement mindset.
- Ability to work towards objectives and deliver under pressure.
- Strong teamwork mindset.
Languages
- High level of English (required).
As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process
We want to adapt our processes and create a safe work environment that welcomes everyone.
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