Team Leader Operations - Spain

🚙 About us:

Launched in 2012, Hiflow is a digital platform specialized in single car delivery, thanks to an important network of independent drivers. We are the main delivery service provider for many businesses: leasing companies (Arval, Ayvens, Leasys), car rental companies (Europcar, Avis, Hertz), car manufacturers (Stellantis, Renault, Tesla), car dealerships…

As the leader in the French market with a strong expansion in Belgium, Italy, and Spain, our mission is to reinvent mobility across Europe.

We opened the Spanish market in 2022, and it has shown impressive growth, achieving +120% in the last period. It’s our fastest growing market today! As our next Operations Team Leader, you will be a key player in structuring and growing the local Ops team (5 people), while guaranteeing excellent customer experience for every car transport.

💫 Your role:

As part of the Spanish team, your goal will be to manage the Operations Team, and supervise all our transport operations, ensuring a superior level of quality. Reporting directly to the Country Manager, you will work in close collaboration with the local Sales team and the Group’s support functions (Marketing, Product, HR…).

1. Team Leadership & Management

• Operational Supervision: Lead and ensure the team's progress toward their objectives. Implement and follow KPI’s to track operational performances.

• Talent Development: Conduct follow-up interviews, annual performance reviews, and lead recruitment processes for the operations team.

• Culture & Vision: Act as a key relay for the Country Manager, spreading the company vision and serving as an ambassador for our culture and values.

• Internal Communication: Manage the flow of strategic information from the Group to the operations team.

2. Operational Excellence & Quality

• Operational Support: Actively contribute alongside the team in day-to-day tasks to ensure service fluidity (daily tasks include: trip assignments to drivers, quote validation, emergency management, claim management, development of the network of independent drivers…)

• Quality Management: Lead reactive incident management and develop specific action plans to enhance the customer experience.

• Conflict Resolution: Support the team in complex issues with clients or carriers, always ensuring synergy with the Sales department.

3. Strategic Projects & Continuous Improvement

• Process Optimization: Lead structural continuous improvement projects to increase operational efficiency.

• Development Plans: Implement growth plans for both the team and the company's expansion in the Spanish market.

🎉 Why join us?

• Gain strong experience in our fastest-growing team: you'll have a lot of challenges and a lot of impact! 

• A dynamic environment that combines the agility of a local team with the stability of an international group.

• A culture based on collaboration, transparency, and care for others.

• Great offices in Madrid and 2 days of remote work, after validation from your manager. 

• Learn more about our Spanish team here.

✅ This job is for you if:

• A previous first experience managing an operational team (operation officers, customer care officers, fleet managers…).

• Solution-Oriented: You can stay calm in emergencies and propose effective action plans.

• Great Interpersonal Skills: You know how to motivate your team, manage individual performance, and collaborate with other departments.

• Continuous Improvement Mindset: You are always looking for ways to optimize processes and raise quality standards.

• Language Proficiency: Fluency in Spanish and a professional level of English (minimum B2) for coordination with the Group.

👥 Recruitment process:

1. HR call with Solène or Lou, our recruiters - 30min

2. Manager interview and Operational case study with Justine, HR Director - 1h30

3. Culture fit interview with other members of the Spanish team and French Team - 1h30 / 2h