Are you ready to elevate your career with a global leader in infrastructure solving complex problems and generating a positive outcome on people’s lives? At Ferrovial, we are not just a company; we are a community of innovators and trailblazers. Listed on three major stock markets: Nasdaq (US), Euronext Amsterdam (Netherlands) and IBEX 35 (Spain), we are also member of the Dow Jones Sustainability Index and FTSE4Good. We operate in more than 15 countries and have a workforce of over 24,000 professionals worldwide.
Ferrovial’s activity is carried out through our business units, including Highways, Airports, Construction, and Energy.
Why Ferrovial?
We areseekinga highly organized, curious, and customer-focused PlatformOperations Lead to oversee the day-to-day operations of a growing tollingrewardsplatform that includes a customer websiteandiOSAndroidapp.
This roleis responsible forensuring therewardsplatformoperatesefficiently by monitoring customerfeedback, evaluating operational KPIs, coordinating cross-functionalcommunication, supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, andhas the ability towork across multiple functions including operations, customer support, product management, technology, and marketing.
This is not a software development role and not a marketing specialist role. Instead, this position serves as a key operationalprofessionalwho helps ensure all aspects of the platform are performing effectively while continuouslyidentifyingopportunities to improvethe customerexperience.
Key Responsibilities
Platform Operations
Monitor the day-to-day performance of the tollingrewardsplatform, including:
Customer-facing website
iOS& Androidmobile application
Track platform health, customer experience, and operational performance.
Identifytrends, recurring issues, and opportunities for product improvements.
Coordinate with internal teams and external vendorsregardingplatform enhancements and issue resolution.
Prepare weekly and monthly status reports on platform performance and operational metrics.
Customer Support Oversight
MonitorZendesksupport desk performance and customer service trends.
Review daily, weekly, and monthly customer support KPI’s.
Analyze support ticket data toidentifyroot causes, recurring customer concerns, and improvement opportunities.
Develop recommendations to improve customer experience, operational efficiency, and issue resolution times.
Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements.
Marketing Operations Support
Monitor customer acquisition and retention activitiesestablishedby the VP of Marketing.
Manage and oversee operational use of theIterableplatformfor the rewards platform
Support execution and monitoring of:
Customer acquisition campaigns
Customer onboarding communications
Product update communications
Customer engagement campaigns
Analyze campaign performance and provide reporting on key metrics and trends.
Ensure customer communications areaccurate,timely, and aligned withrewardsplatformobjectives
Product Improvement & Issue Management
Trackand classifycustomer-reported issues.
Prioritize and communicate enhancements and defect trends toproduct management
Assistin documenting business requirements for system improvements.
Recommend process improvements and product enhancements based on customer feedback and platform analytics.
Help ensure product updates are effectively tested, communicated, and tracked.
Reporting & Cross-Functional Coordination
Coordinate activities across customer support, marketing, technology, operations, and executive leadership.
Present findings and recommendationstoleadership.
Support special projects and strategic initiatives as needed.
Ensure stakeholders have visibilityintoplatform performance and customer experience trends.
Required Qualifications
Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience.
5+ years of experience inone of the following
Project Management
Product Operations
Program Management
Business Operations
Customer Experience Operations
Experience coordinating projects across multiple departments.
Experience analyzing operational metrics and KPI data.
Strong written and verbal communication skills
Ability to manage multiple priorities simultaneously.
Strong organizational and problem-solving abilities.
Proficiencywith Microsoft Office applications, including Excel and PowerPoint.
Preferred Qualifications
Experience supporting customer-facing digital platforms.
Experience with customer support systems and ticketing platforms.
Experience using or administering marketing automation platforms such asIterable
Experience working with mobile applications and web-based products.
Familiarity with product management methodologies and continuous improvement practices.
Experience developing reports, dashboards, and executive-level presentations.
Desired Personal Characteristics
The successful candidate will be:
Naturally curious and eager to learn.
Creative inidentifyingsolutions andimprovementopportunities.
Comfortable working across multiple business functions.
Customer-focused and data-driven.
Highly organized anddetail oriented
A strong communicator who can effectively engage technical and non-technical audiences.
Self-motivated and able to work independently.
Adaptable in a fast-changing environment.
What Success Looks Like
In this role, success will be measured by:
Improved customer support KPI’s and customer satisfaction trends.
Effective tracking and resolution of platform issues.
Clear and actionable operational reporting.
Successful execution and monitoring of customer communication campaigns.
Increased visibility into platform performance and customer experience.
Strong collaboration across operations, support, marketing,productand technology teams.
Continuous identification and implementation of platform improvements.
Seize the challenge. Move the world together! Innovative, creative, respectful, and diverse are some of the ways we describe ourselves. We are motivated by challenges, and we collaborate across our business units to move the world together. Your journey to a fulfilling career starts here!
Ferrovial is an equal opportunity employer. We treat all jobs applications equally, regardless of gender, color, race, ethnicity, religion, national origin, age, disability, pregnancy, sexual orientation, gender identity and expression, covered veteran status or protected genetic information (each, a “Protected Class”), or any other protected class in accordance with applicable laws.
#WeAreFerrovial
Ferrovial is one of the world’s leading infrastructure operators, committed to developing sustainable solutions.
Our company operates in more than 15 countries and has a workforce of over 24,000 professionals worldwide. Ferrovial is listed simultaneously on 3 stock markets: USA (Nasdaq), the Netherlands (Euronext Amsterdam), and Spain (IBEX 35), and is a member of the Dow Jones Sustainability Index and FTSE4Good.
