Director of Customer Care Operations (Customer Care)

TL;DR

Director of Customer Care Operations (Customer Care): Leading and scaling large-scale Customer Care operations across Europe, focusing on achieving performance targets, operational excellence, and customer satisfaction. Focus on designing and executing regional strategy, improving key performance indicators like CSAT and SLA, and fostering a data-driven culture.

Location: Requires being based in Barcelona, Spain. Hybrid work model (3 days in-person per week). Relocation support to Barcelona is available.

Company

hirify.global (formerly Travelhirify.global) is an intelligent platform for travel and spend management, trusted by over 10,000 companies worldwide.

What you will do

• Lead and scale Europe Customer Care organization (700+ professionals, in-house and outsourced).
• Set and achieve performance targets and financial outcomes for European service areas.
• Design and execute regional customer care strategy aligned with global goals.
• Take full responsibility for KPIs like response times (SLAs) and customer satisfaction (CSAT), ensuring continuous improvement.
• Partner with cross-functional teams to build operational infrastructure globally.
• Foster a culture of accountability, continuous learning, and data-driven decision making.

Requirements

• 8-10 years of experience leading large-scale Customer Care teams.
• Proven success managing both in-house and outsourced operations.
• Experience in technology-driven or high-growth environments (travel industry a plus).
• Demonstrated ability to build and develop high-performing, customer-centric teams.
• Strong process orientation and project management background.
• Excellent communication skills in English (verbal and written).
• Must be based in Barcelona.

Nice to have

• Experience with Zendesk or similar CX platforms.

Culture & Benefits

• Competitive compensation and equity ownership.
• Generous vacation days and public holidays.
• Private healthcare or gym allowance.
• Life Insurance.
• Annual summer party and hirify.global events.
• Access to Spring Health (therapy and coaching sessions).
• Flexible compensation plan.
• 17 weeks’ paid parental leave.
• 16 paid hours per year for volunteering.
• Up to 20 "Work from Anywhere" days per year.
• In-real-life English, Spanish, and Catalan lessons.
• Four-week, fully paid sabbatical after 5 years.

Hiring process

• Submit resume in English.