Operational Excellence & UX Lead

📍 Job Overview

Job Title: Operational Excellence & UX Lead

Company: Telpark

Location: Madrid, Spain

Job Type: FULL_TIME

Category: Operations Excellence / GTM Operations / Customer Experience Operations

Date Posted: 2026-05-12

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive a strategic operational excellence initiative across Telpark's parking network, ensuring consistent customer experience and efficient operations.

• Develop, implement, and enforce a framework of 18 operational basics, focusing on their adoption and real-world application in the field.

• Act as a crucial liaison between strategic objectives and front-line operational execution, blending field auditing, performance tracking, and change management.

• Identify opportunities for both quick wins (non-CAPEX improvements) and strategic capital expenditures (CAPEX) to enhance operational standards.

📝 Enhancement Note: This role is a hybrid of traditional operations excellence and customer experience (UX) focus, requiring a strong blend of analytical rigor, field presence, and change management capabilities. The emphasis on "18 operational basics" suggests a structured, standardized approach to operational delivery, common in multi-site service organizations.

📈 Primary Responsibilities

• Conduct comprehensive field audits and initial diagnostics at parking facilities to assess compliance with defined operational standards.

• Develop clear, objective baseline assessments for each parking asset, pinpointing gaps and prioritizing areas for improvement.

• Collaborate with Operations teams to define actionable plans for implementing improvements and ensure their active execution.

• Drive improvements in operational basics that do not require capital expenditure, focusing on "quick wins" and immediate impact.

• Identify needs for capital investment (CAPEX) to meet operational standards and support business cases for these investments.

• Support the estimation and prioritization of CAPEX projects in collaboration with Operations and Finance teams.

• Define and actively monitor Key Performance Indicators (KPIs) related to operational excellence and customer experience.

• Analyze operational data to identify trends, extract insights, and uncover opportunities for continuous improvement.

• Foster a continuous improvement culture within the operational teams, promoting a "Lean mindset."

• Champion the importance of operational basics across the entire organization, influencing stakeholders at all levels.

• Train, coach, and support operational teams to drive real adoption of excellence standards.

• Work collaboratively with cross-functional teams including Commercial, Marketing, and Technical departments to align strategy with field execution.

• Report on progress, key findings, and strategic recommendations to senior management.

📝 Enhancement Note: The responsibilities highlight a hands-on role that requires significant time spent in the field (50% travel). The emphasis on "influencing without direct authority" and "driving execution" suggests a need for strong interpersonal and leadership skills beyond typical analytical responsibilities.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration (ADE), Engineering, or a related field.

Experience: 4-7 years of experience in multi-site operations (retail, logistics, services), operations consulting, or a dedicated operational excellence/continuous improvement role.

Required Skills:

• Strong analytical capabilities with a proven ability to structure complex problems into actionable plans.

• Demonstrated experience in conducting operational audits and performing hands-on field work.

• Proficiency in process improvement methodologies, with a "Lean mindset" being critical; Six Sigma experience is a plus.

• Expertise in defining, tracking, and reporting on operational KPIs.

• Proven ability to influence stakeholders and drive execution, even without direct managerial authority.

• High degree of "ownership" and accountability for results.

• Clear, direct, and effective communication skills.

• Comfort and adaptability in working within evolving or developing organizational structures.

Preferred Skills:

• Experience with specific Lean or Six Sigma certifications.

• Familiarity with customer experience (CX) or user experience (UX) principles in an operational context.

• Experience in the parking, mobility, or related service industries.

• Ability to estimate CAPEX needs and contribute to business case development.

📝 Enhancement Note: The "soft skills (CLAVE)" section emphasizes that cultural fit and behavioral competencies are as critical, if not more so, than technical skills for this role, particularly the ability to influence and drive change in a field-oriented environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case studies demonstrating successful implementation of operational improvements in multi-site environments.

• Examples of process mapping, analysis, and optimization initiatives, clearly outlining the "before" and "after" states.

• Documentation showcasing the definition and tracking of critical operational KPIs and the impact of those KPIs on business outcomes.

• Evidence of successful change management initiatives, highlighting how new processes or standards were adopted by front-line teams.

Process Documentation:

• Showcase your ability to document standard operating procedures (SOPs) for operational basics, ensuring clarity and ease of implementation for field staff.

• Provide examples of how you've utilized data analysis to identify root causes of operational issues and to inform process redesign.

• Detail your experience in creating dashboards or reports that effectively communicate operational performance to various stakeholders.

• Demonstrate how you've driven adoption of new processes through training, coaching, and continuous feedback loops.

📝 Enhancement Note: Given the role's focus on building a new function and implementing standards, a portfolio that demonstrates a structured, repeatable approach to operational improvement, coupled with tangible results and strong change management execution, will be highly valued.

💵 Compensation & Benefits

Salary Range: €30,000 - €35,000 per year (fixed salary), commensurate with experience.

Benefits:

• Indefinite contract with a 6-month probationary period.

• Variable salary component: 10% of fixed salary, performance-based.

• Generous vacation package: 22 days of annual leave plus an additional 5 "Telpark days."

• Flexible working hours with core hours and options for early/late starts.

• Intensive working hours during summer (late June to early September) and Christmas periods.

• Hybrid work arrangement: 1 day of telework per week, plus 2 weeks of remote work per year at the employee's discretion (manager approval required).

• Life insurance coverage.

• Exclusive "Park & Ride" benefit: complimentary parking at most Telpark facilities, subject to policy.

• Access to flexible remuneration schemes and salary advances via Payflow.

• Participation in the "BeWell" employee club, offering social activities such as breakfasts, subsidized physiotherapy, excursions, and family events.

Working Hours: Standard working hours are 40 hours per week. Daily structure involves 8.5 effective working hours from Monday to Thursday (flexible start between 08:00-10:00) with a lunch break of 30-90 minutes. Fridays are 7 effective working hours (08:00-15:00).

📝 Enhancement Note: The salary range provided is for Spain, specifically Madrid. Considering the cost of living and industry benchmarks for an Operational Excellence role with 4-7 years of experience, this range appears competitive for the region. The benefits package is comprehensive, with a strong emphasis on work-life balance and employee well-being, which can be attractive to operations professionals seeking a supportive environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mobility Solutions / Parking Infrastructure & Services. Telpark operates in a dynamic sector focused on smart parking solutions, leveraging technology to enhance urban mobility and parking management. This context implies a need for adaptable operations that can integrate technological advancements and evolving customer expectations.

Company Size: Telpark is a growing company, indicated by its strategic project of Operational Excellence and the creation of a new function from scratch. While specific numbers aren't provided, the scope of the project suggests a significant operational footprint across multiple locations.

Founded: Telpark was founded in 2013, positioning it as a relatively established player in the smart mobility space with a decade of experience in developing and managing parking solutions. This history suggests a foundation of operational knowledge that the new initiative aims to standardize and elevate.

Team Structure:

• The Operational Excellence team is being built from the ground up, indicating an opportunity to shape its structure and processes.

• This role will report directly to senior management, suggesting high visibility and direct influence on strategic initiatives.

Methodology:

• A data-driven approach is central, with emphasis on defining and tracking KPIs, analyzing performance data, and identifying opportunities for improvement.

• Process optimization and continuous improvement are core tenets, driven by Lean principles and a proactive "field-first" mentality.

• Change management is a critical methodology, focusing on influencing behavior, fostering adoption, and embedding operational excellence as a cultural norm.

Company Website: https://www.telpark.com/

📝 Enhancement Note: The company's focus on smart parking and digital transformation suggests a forward-thinking environment where operational efficiency and customer experience are key differentiators. The creation of this role signifies a commitment to structured growth and standardized service delivery.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Lead, indicating a senior individual contributor or early-stage management track. It involves strategic responsibility for defining and implementing a critical operational framework, with significant autonomy and impact. It's a foundational role for a new function, offering the chance to build processes and influence company-wide standards.

Reporting Structure: The role reports directly to senior management, providing high visibility and direct access to decision-makers. This structure facilitates rapid decision-making and ensures that operational insights are directly considered in strategic planning.

Operations Impact: This role has a direct and significant impact on Telpark's core business: customer experience and operational efficiency. By standardizing and improving operations across the parking network, it will directly influence customer satisfaction, loyalty, operational costs, and ultimately, profitability. The success of this initiative will be a key driver of the company's competitive advantage.

Growth Opportunities:

• Functional Leadership: Potential to grow into a Head of Operational Excellence or similar leadership role as the function matures and expands.

• Strategic Influence: Opportunity to shape the strategic direction of operations and customer experience across the entire company.

• Cross-functional Expertise: Develop deep understanding and relationships across Sales, Marketing, Operations, and Technology departments, opening doors to broader GTM or strategic roles.

• Industry Specialization: Become a subject matter expert in operational excellence within the rapidly evolving mobility and smart city sector.

• Project Leadership: Lead future strategic projects focused on operational transformation and efficiency gains.

📝 Enhancement Note: This is a high-impact role with substantial growth potential, especially for individuals who thrive in building new functions and driving significant organizational change. The direct reporting line and strategic importance of the project offer a fast track for career advancement within Telpark.

🌐 Work Environment

Office Type: The role is hybrid, allowing for telework one day a week, with additional flexibility during summer and Christmas. This suggests a modern work environment that balances in-office collaboration with remote flexibility.

Office Location(s): The primary office is in Madrid, Spain. The role requires 50% travel, indicating that while Madrid is the base, a significant portion of time will be spent at various parking facilities across Telpark's network.

Workspace Context:

• The Madrid office likely offers a collaborative space for strategy development, team meetings, and reporting.

• Field work will involve diverse environments, from busy urban parking lots to potentially more administrative on-site offices, requiring adaptability.

• Access to operational data and reporting tools will be crucial for analysis and performance tracking, likely provided through standard company IT infrastructure.

• Interaction will be with a wide range of personnel, from field staff to senior management, necessitating strong communication and relationship-building skills.

Work Schedule: The schedule offers flexibility with adjustable start times and a shorter Friday, plus intensive periods in summer and Christmas. This structure is designed to support a productive work-life balance while ensuring operational needs are met.

📝 Enhancement Note: The hybrid model combined with significant travel means the ideal candidate must be comfortable with both remote work and extensive on-site engagement, demonstrating strong self-management and adaptability to different work settings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and cover letter, focusing on alignment with required experience and skills.

• First Interview (HR/Hiring Manager): Behavioral and situational questions to assess cultural fit, "ownership" mentality, influencing skills, and basic understanding of operational excellence.

• Case Study/Presentation: Candidates will likely be asked to present a past project or a hypothetical solution to an operational challenge relevant to Telpark's business. This will assess analytical skills, problem-solving approach, process design, and communication clarity. A portfolio review may be integrated here.

• Final Interview (Senior Leadership): Discussion on strategic impact, vision for the role, and alignment with company goals. This stage will assess the candidate's ability to operate at a strategic level and drive change across the organization.

Portfolio Review Tips:

• Quantify Impact: For each project, clearly articulate the problem, your solution, the actions taken, and the quantifiable results (e.g., % reduction in errors, % increase in efficiency, cost savings, customer satisfaction improvements).

• Showcase Process: Detail your methodology for identifying issues, designing solutions, implementing changes, and tracking outcomes. Use process maps or diagrams where appropriate.

• Highlight Influence: For projects where you lacked direct authority, explain how you influenced stakeholders, built consensus, and drove adoption.

• Demonstrate Field Experience: Include examples that showcase your comfort and effectiveness working directly with front-line teams in their operational environments.

• Tailor to Telpark: Frame your experience and examples in the context of Telpark's business (parking, mobility, multi-site operations) and the specific challenges outlined in the job description.

Challenge Preparation:

• Understand Telpark's Business: Research Telpark's services, market position, and strategic goals. Understand the challenges of managing a distributed network of parking facilities.

• Prepare for "18 Basics": While the specific basics are unknown, think about common operational standards in service industries (e.g., cleanliness, safety, customer service protocols, signage, equipment maintenance, efficiency measures).

• Lean Principles: Be ready to discuss how you would apply Lean principles to identify waste, streamline processes, and improve efficiency in a parking environment.

• Change Management Scenarios: Prepare examples of how you've managed resistance to change, trained teams, and fostered a culture of continuous improvement.

📝 Enhancement Note: The emphasis on "building from scratch" and "influencing without authority" means interviewers will be looking for proactive, results-oriented individuals who can demonstrate strategic thinking alongside practical execution capabilities. A strong portfolio showcasing tangible operational improvements and effective stakeholder management will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• CRM/ERP Systems: While not explicitly mentioned, proficiency with a CRM (like Salesforce, HubSpot) or ERP system for managing operational data, customer interactions, and financial aspects would be beneficial.

• Project Management Tools: Experience with tools like Asana, Trello, Jira, or Monday.com for managing action plans, tracking progress, and collaborating on tasks.

• Data Analysis & BI Tools: Expertise in tools such as Excel (advanced functions, pivot tables), Tableau, Power BI, or similar for data manipulation, analysis, and visualization.

• Process Mapping Software: Familiarity with tools like Lucidchart, Visio, or Miro for creating process flows and documenting workflows.

Analytics & Reporting:

• KPI Dashboards: Experience in creating and interpreting dashboards that provide real-time insights into operational performance.

• Reporting Platforms: Ability to generate clear and concise reports for various stakeholders, summarizing findings and recommendations.

• Data Warehousing/Databases: Basic understanding of data structures and how to extract information from databases might be advantageous.

CRM & Automation:

• Workflow Automation: Familiarity with concepts of automating repetitive tasks within operational processes, even if not using specific advanced tools.

• Communication Platforms: Proficiency in tools like Slack, Microsoft Teams for internal team collaboration and communication.

📝 Enhancement Note: The job description emphasizes analytical skills and process improvement rather than specific software. Therefore, candidates should highlight their ability to learn and adapt to new tools, focusing on the principles of data analysis, process optimization, and effective reporting that can be applied across various platforms.

👥 Team Culture & Values

Operations Values:

• Ownership & Accountability: A strong sense of personal responsibility for results and a proactive approach to problem-solving.

• Customer Centricity: A deep understanding that operational efficiency directly impacts the customer experience, with a commitment to delivering excellent service.

• Continuous Improvement: A mindset that constantly seeks ways to optimize processes, reduce waste, and enhance performance.

• Collaboration & Influence: The ability to work effectively with diverse teams, build consensus, and drive change through influence rather than direct authority.

• Data-Driven Decision Making: Reliance on data and KPIs to inform decisions, measure progress, and identify areas for focus.

• Field Orientation: A practical, hands-on approach, valuing direct observation and interaction with front-line operations.

Collaboration Style:

• Cross-functional Integration: Expected to work closely with Operations, Commercial, Marketing, and Technical teams, ensuring alignment and shared objectives.

• Proactive Communication: Maintaining open and direct communication channels to share insights, challenges, and progress.

• Feedback Culture: Encouraging and providing constructive feedback to foster continuous learning and improvement within teams.

• Partnership Approach: Building strong working relationships based on trust and mutual respect to achieve common goals.

📝 Enhancement Note: The company culture appears to value initiative, results, and a collaborative spirit, particularly in driving change within a distributed operational environment. Candidates who demonstrate these values will likely find a good fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Standardization Across Diverse Sites: Implementing and enforcing a uniform set of operational standards across a network of parking facilities that may have varying characteristics, infrastructure, and local operational nuances.

• Driving Adoption Without Direct Authority: Influencing numerous operational teams and individuals who may not report directly to this role, overcoming potential resistance to change and ensuring consistent application of standards.

• Balancing CAPEX vs. Non-CAPEX Improvements: Identifying and prioritizing operational enhancements that range from process adjustments and quick wins to significant capital investments, requiring strategic justification and financial acumen.

• Measuring and Demonstrating Impact: Clearly defining, tracking, and communicating the ROI of operational excellence initiatives to senior management and stakeholders, proving the value of the function.

• Building a New Function: Establishing the processes, tools, and cultural norms for a new operational excellence department from the ground up.

Learning & Development Opportunities:

• Deepening Lean/Six Sigma Expertise: Opportunities to apply and refine Lean methodologies in a real-world, multi-site operational context.

• Strategic Project Leadership: Leading high-visibility projects with direct impact on company performance and customer satisfaction.

• Cross-functional Business Acumen: Gaining a comprehensive understanding of how different departments contribute to overall business success and how operations integrate with them.

• Executive Exposure: Frequent interaction with senior leadership, providing insights into strategic decision-making and corporate governance.

• Career Path Development: The role serves as a strong foundation for future leadership positions in operations, strategy, or general management within Telpark or the broader mobility sector.

📝 Enhancement Note: The challenges presented are significant but offer substantial opportunities for growth. Candidates who are motivated by building something new, driving change, and solving complex operational puzzles will find this role highly rewarding.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to defining and implementing a set of 18 operational basics for a multi-site service organization like Telpark. How would you ensure adoption?"

• "How would you identify and prioritize 'quick wins' versus CAPEX investments for improving operational efficiency and customer experience in a parking facility?"

• "Imagine a scenario where a regional operations manager is resistant to adopting new operational standards. How would you approach influencing them and gaining their buy-in?"

Company & Culture Questions:

• "Based on your research, what do you see as Telpark's biggest operational challenges or opportunities in the current mobility market?"

• "How does your personal work style align with a culture that emphasizes 'ownership,' 'field orientation,' and 'influencing without authority'?"

• "Describe a time you had to drive change in an environment where you didn't have direct reporting lines. What was your strategy, and what were the results?"

Portfolio Presentation Strategy:

• Structure for Impact: Organize your presentation logically: Problem -> Your Role/Approach -> Solution/Actions -> Quantifiable Results -> Key Learnings.

• Visual Aids: Use clear visuals (charts, process maps, photos) to illustrate your points and make your presentation engaging.

• Tell a Story: Frame your projects as narratives that highlight your problem-solving skills, initiative, and impact.

• Focus on Telpark's Context: Whenever possible, draw parallels between your past experiences and Telpark's specific business and challenges.

• Be Ready for Deep Dives: Anticipate questions about the specifics of your projects, your decision-making process, and how you handled obstacles.

📝 Enhancement Note: Interviewers will be looking for candidates who can demonstrate both strategic thinking and practical, hands-on execution. The ability to articulate a clear methodology for driving operational improvement and influencing diverse teams will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link: https://telpark.wd103.myworkdayjobs.com/Telpark_external_Linkedin/job/Madrid/Operational-Excellence---UX-Lead_JR100865

• Customize Your Resume: Tailor your resume to highlight experience in multi-site operations, operational excellence, process improvement (Lean), KPI management, and change management. Use keywords from the job description such as "operational excellence," "multi-site," "field audit," "KPIs," and "Lean mindset."

• Prepare Your Portfolio: Curate 2-3 key projects that best showcase your ability to drive operational improvements, implement standards, and influence teams. Focus on quantifiable results and your specific role in achieving them. Be ready to present these effectively.

• Research Telpark: Understand Telpark's business model, services, market position, and recent developments. Familiarize yourself with their commitment to digital transformation and customer experience.

• Practice Your Pitch: Be prepared to articulate your value proposition clearly, explaining why you are the ideal candidate for this role, particularly emphasizing your "ownership" mentality and ability to drive execution in a field-oriented environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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