Interim Operations Manager / Director of Services

Madrid, Spain | 6-month contract | Immediate start

We’re looking for a hands-on Operations Manager / Director of Services to join an outsourced contact-centre operation in Madrid on an immediate-start, 6-month contract, with the possibility of renewal depending on business needs and the evolving landscape for this project in Spain

The successful candidate will be engaged as a self-employed contractor (autónomo) or through their own business entity in Spain.

This is a fast-moving, operationally critical role for someone who can quickly bring structure, control, and clarity to a small but complex multi-partner setup.

What you’ll be doing

• Own the day-to-day relationship with three call centre partners, including lead distribution, conversion tracking and Data.
• Set and monitor KPI targets for 20 FTE's and back-office staff, adjusting based on lead volume and conversion data.
• Manage the CRM and WhatsApp automation pipeline, keeping lead stages, tags, and campaign triggers aligned with marketing and tech teams.
• Act as the single point of contact for supplier and vendor escalations, replacing ad hoc routing through multiple internal stakeholders.
• Coordinate lead reactivation and remediation campaigns for lapsed or lost claims, alongside fresh lead intake.
• Improve processes, reporting, and data quality so the operation becomes measurable and scalable.
• Work across stakeholders in different geographical locations and keep communication tight and action-oriented.

What we’re looking for

• Based in Madrid or able to commute to the office in Madrid regularly (this is not funded).
• Native level Spanish speaker with fluent English.
• Available to start immediately.
• Proven track record managing multi-site or multi-vendor call centre operations at scale is ideal
• Strong background in inbound sales, conversion improvement, and claims-related processes.
• Comfortable working with imperfect data and turning it into useful operational insight.
• Confident improving processes and performance in a small team.
• Pragmatic, responsive, and happy working in a high-ownership environment.

Ideal background

• You may currently be working as an Operations Manager, Senior Team Leader, Contact Centre Manager, or Customer Operations Manager.
• We’re especially interested in people who have managed outsourced partners, driven performance through KPIs, and improved lead conversion through better process and automation.

The offer

• Salary is negotiable based on experience but for the right person 100,000€+ per year pro rata
• Bonuses to be negotiated based on achievable set KPI's
• Available to start immediately
• Have your own contract business
• Office based in Madrid with video conference meetings to the UK and USA on a regular basis
• Depending on the success of the campaign this may turn into a longer term employment opportunity.

If this sounds like something you're able to do, get in touch with Sam today.