Platform Operations Lead

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.

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 Platform 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