Director of Operations – Technology & Customer Delivery (Confidential)

Overview

Lead ops, customer support, project delivery & transaction processing for transport tech.

Key Responsibilities

• operations management
• feature readiness
• kpi tracking
• customer escalation
• project implementation
• workflow optimization

Tasks

You’ll lead a team and work cross-functionally with product, engineering, and external partners. You’ll be responsible for building scalable processes, managing operational KPIs, and ensuring smooth delivery of our services and project portfolio. -Lead and manage day-to-day operations across customer support, project delivery, and transaction operations processing. -Collaborate with product and engineering teams to ensure operational readiness for new features and services. -Track and report on key performance indicators and operational health metrics. -Travel to customer sites, authorities, or partner meetings as needed. -Serve as the escalation point for all operational issues and customer concerns. -Oversee project management for new client implementations and internal initiatives. -Own and improve operational workflows, SLAs, and customer satisfaction metrics. -Manage vendor relationships and external partners involved in tolling operations and project delivery.

Requirements

• jira
• zendesk
• leadership
• problem solving
• contract management
• transportation tech

What You Bring

-Self-starter and a very quick learner. This is a dynamic environment so the ability to quickly get up to speed is crucial. -7-10 years of experience in operations, customer delivery, and project management roles. -Familiarity with tools like Jira, Zendesk, or similar platforms is a plus. -Excellent communication, problem-solving, and organizational skills. -Strong leadership and people management skills, with experience leading cross-functional or distributed teams. -Well versed in contract management and legal process. -Proven ability to take a software product or service from “zero to one”. -Comfortable working in a fast-paced, high-growth environment. -Experience in transportation tech, or a related industry is highly preferred.

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About Ferrovial

-Founded in 1952 by Rafael del Pino, the company began as a railway construction firm in Spain and evolved into a global infrastructure powerhouse. -Its business model centers on four integrated divisions—Toll Roads, Airports, Construction and Energy—allowing end-to-end project delivery across the asset lifecycle. -It operates iconic transport projects like the 407 ETR toll road in Canada and the JFK New Terminal One airport concession, expected to open in 2026. -Construction efforts include landmark works such as Madrid’s Terminal 4, the Guggenheim Museum Bilbao, and major metro and highway systems. -In energy, the firm develops and operates renewable projects—solar, wind, transmission lines—and emerging tech like vertiports and hydrogen. -Flagship assets include managed airports in the UK (Heathrow, Glasgow, Aberdeen, Southampton) and major U.S. highways such as LBJ Express in Dallas. -Its history is marked by strategic asset rotation, like divesting mature stakes in Heathrow and reinvesting in growth-oriented concessions.

Sector Specialisms