Platform Operations Lead

About this role

Join Ferrovial: Where Innovation Meets Opportunity

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? • Global presence, local impact : Be part of a company that is shaping the future of infrastructure worldwide, with challenging roles and projects that make a real difference. • Collaborative excellence : Work alongside talented professionals in a collaborative environment where your ideas and contributions are valued.     • Inclusive Culture:  Thrive in an innovative and respectful workplace that values every voice, celebrates what makes us unique and turns differences into innovation. • Career growth : Benefit from global and cross-business unit mobility, with development processes designed to ensure your professional growth. • Compelling benefits and employee wellbeing : Enjoy a comprehensive benefits package that rewards your hard work and dedication and take advantage of initiatives designed to support your physical and psychological health. • Productivity tools : Utilize cutting-edge tools like Microsoft Copilot to enhance your productivity and efficiency.

Job Description:

Position Summary  

We are   seeking   a highly organized, curious, and customer-focused   P latform   Operations  Lead  to oversee the day-to-day operations of a growing tolling   rewards   platform that includes a customer website   and   iOS /Android   app.  

This role   is responsible for   ensuring the   rewards   platform   operates   efficiently by monitoring customer   feedback , evaluating operational KPIs, coordinating cross-functional   communication , supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and   has the ability to   work 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 operational   professional   who helps ensure all aspects of the platform are performing effectively while continuously   identifying   opportunities to improve   the customer   experience.  

Key Responsibilities  

Platform Operations  

• Monitor the day-to-day performance of the tolling   rewards   platform, including:    

• Customer-facing website  

• iOS   & Android   mobile application  

• Track platform health, customer experience, and operational performance.  

• Identify   trends, recurring issues, and opportunities for product improvements.  

• Coordinate with internal teams and external vendors   regarding   platform enhancements and issue resolution.  

• Prepare weekly and monthly status reports on platform performance and operational metrics.  

Customer Support Oversight  

• Monitor   Zendesk   support desk performance and customer service trends.  

• Review daily, weekly, and monthly customer support KPI ’ s.  

• Analyze support ticket data to   identify   root 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 activities   established   by the VP of Marketing.  

• Manage and oversee operational use of the   Iterable   platform   for 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 are   accurate ,   timely , and aligned with   rewards   platform   objectives .  

Product Improvement & Issue Management  

• Track   and classify   customer-reported issues.  

• Prioritize and communicate enhancements and defect trends to   product management .  

• Assist   in 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 recommendations   to   leadership.  

• Support special projects and strategic initiatives as needed.  

• Ensure stakeholders have visibility   into   platform 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 in   one 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.

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