Market Support & Operations Lead
3 days ago
San Sebastián de los Reyes
We are seeking a Market Support & Operations Lead. This role offers the opportunity to develop in an international environment, contribute to high‑impact projects across Europe, and collaborate closely with multidisciplinary teams. As part of the Market Support and Operations team, you will play a key role in enabling and supporting our Retail of the Future markets across different transformation phases. You will ensure smooth transitions, effective support structures, and high-quality operations from project preparation through stabilization. Key Responsibilities 1. Market Transformation (Pre Go-Live) • Support the introduction of the support structure blueprint, • Define support roles, responsibilities, and organizational setup, • Enable all support stakeholders to be fully prepared for Go-Live, • Provide project governance to ensure sustainable and scalable support structures 2. Hypercare Phase • Coordinate Hypercare activities before and after Go-Live, • Ensure readiness of situation room participants, • Define and implement the Hypercare collaboration model, • Drive communication, transparency, and alignment across all stakeholders 3. Post Go-Live & Stabilization • Identify, enable, and manage support Single Points of Contact (SPOCs) and teams, • Act as the main point of contact for markets on all support-related matters during the initial phase, • Ensure a smooth and efficient transition to steady-state support operations, • Foster strong communication to ensure market needs are understood and addressed, • Drive end-to-end management of ticket escalations to ensure timely resolution, minimize business impact, and enhance end-user satisfaction, • Manage escalations proactively by engaging stakeholders, prioritizing based on urgency, and ensuring appropriate resolution focus, • Analyze issues, define optimal routing, and identify process improvement opportunities, • Design and implement a sustainable escalation process and supporting tools 4. General: • Act as the bridge between support and markets, serving as the primary point of contact and “face to the market” while managing a wide range of internal and external stakeholders, • Communicate regularly with cross-functional stakeholders, providing clear status updates and presenting progress in recurring meetings, • Operate within a SAFe (Scaled Agile Framework) environment and contribute to continuous improvement by defining objectives, features, and tasks within sprint cycles, • Collaborate closely with cross-functional teams in a dynamic and fast-paced setting Key Skills & Competencies • Team player, strong collaboration mindset and ability to foster team spirit across diverse teams, • Strong communication and presentation skills, with the ability to convey complex topics clearly to diverse audiences, • Ability to facilitate and moderate meetings effectively, ensuring productive discussions, clear outcomes, and stakeholder alignment, • Strategic thinking combined with solid project management capabilities, • Proactive problem-solving approach with a focus on delivering solutions, • High resilience and adaptability in demanding and fast-changing environments Qualifications • Bachelor’s or Master’s degree in Business Information Systems, Business Administration, IT Management, or a related STEM field, • 3–5 years of experience in operations or customer/user support organizations, and project-driven environments, • Proven ability to work effectively in environments with complex processes, with a strong focus on simplifying, structuring, and improving them, • Proficiency in project management tools and agile methodologies, • Excellent communication skills, with the ability to translate complex concepts for non-technical stakeholders, • Strong analytical and problem-solving skills with attention to detail, • Ability to thrive in a collaborative, fast-paced environment, • Flexibility to adapt to evolving priorities and technologies, • Certifications such as PMP, Scrum, or SAFe are a plus, • Experience with tools such as JIRA and Confluenceç Within our benefits as employee, we provide: • -Competitive salary + variable compensation, • -60% Mobile work, • -Flexible entering hours, • -30 working days of holidays, • -Annual Training Plan, • -Mercedes-Benz benefits (Renting plans, employee discount)
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