Operations Strategy & Technology PMO LatAm

At Verisure, we believe that excellent customer service is built through the combination of operational excellence, technology, and continuous improvement.

We are looking for a PMO with strong analytical skills and a business orientation to join our Operations Strategy team for LatAm (Brazil, Argentina, Mexico, Chile, and Peru), reporting to the LatAm Operations Strategy Manager.

The selected profile will integrate into the central office in Madrid for a period of nine months to one year, with the intention of relocating to Mexico and continuing their professional career at Verisure there.

This position will act as a bridge between the Operations and Technology teams, identifying opportunities to improve customer service processes, defining functional and business requirements, driving technological initiatives, and ensuring the correct execution of projects.

This is a highly cross-functional role that combines business analysis, project management, process optimization, and stakeholder management. The selected person will work closely with Customer Operations, Product Quality (QA), IT Product Owners, IT Development teams, Architecture, and business managers to transform operational challenges into scalable technological solutions.

The position offers a unique opportunity to directly influence the evolution of customer service, driving measurable improvements in efficiency, service quality, and operating costs.

• Develop a deep knowledge of Verisure's operational and customer service processes
• Identify opportunities to improve service, customer experience, process efficiency, and cost optimization
• Analyze customer journeys and business processes in order to detect areas for improvement
• Prepare business cases, impact analyses, and return on investment (ROI) studies to facilitate decision-making and the prioritization of initiatives

• Act as the main interlocutor between the Operations and Technology teams
• Collect, structure, and prioritize business needs and improvement initiatives
• Translate operational challenges into functional requirements and clear specifications for technical teams
• Question existing approaches and identify alternative solutions when they provide greater value
• Ensure alignment between business objectives and technological developments

• Lead and coordinate transformation initiatives and technological projects with an impact on customer service operations
• Define scope, planning, risks, dependencies, and project execution plans
• Perform continuous monitoring of project progress, proactively identifying and managing blockers and escalations
• Coordinate the different stakeholders involved in Operations, IT, Product, Data, and external providers when necessary
• Ensure that initiatives deliver the expected business benefits and results

• Design and maintain dashboards for project monitoring and reporting to management
• Drive best practices in operational excellence, automation, and digital transformation
• Identify synergies between initiatives and promote scalable and reusable solutions
• Define success metrics and monitor the impact of initiatives once implemented

• More than 3 years of experience in one or several of the following areas:
• PMO
• IT project management
• Process improvement
• Operations Transformation
• Business Analysis
• Consulting
• Experience working between business and technology teams
• Demonstrable experience in the implementation of technology-supported transformation projects
• Ability to manage multiple initiatives simultaneously in dynamic and high-demand environments

• Excellent analytical and problem-solving skills
• Ability to develop business cases and quantify operational impacts
• Knowledge of the software development life cycle and Agile methodologies
• Advanced level of Excel and PowerPoint
• Experience in data analysis and reporting tools (Power BI will be highly valued)
• Knowledge of SQL, Python, or data platforms will be positively valued
• Knowledge of business process modeling and optimization methodologies

• Excellent communication and stakeholder management skills
• High capacity for organization and project management
• Proactive mindset and a strong sense of responsibility and autonomy
• Ability to influence without the need for direct hierarchical authority
• Customer and results orientation
• Ability to operate in ambiguous environments and manage changing priorities
• Solid negotiation, facilitation, and coordination skills

• Be part of one of the world's leading companies in smart security and connected alarm systems
• Participate in initiatives with a direct impact on customer experience and operational efficiency
• Work with international teams and transformation projects in multiple markets
• Perform a high-visibility role with frequent interaction with Operations, Technology, Product, and Management teams
• Contribute to defining the future of customer service through technology, innovation, and continuous improvement