Jobs and Careers

Customer Experience Operations Lead

Spainfull_timeVerifiedPosted 16 Jan 2025

About the role

Company Description

Who We are

With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.

We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 260,000 customers globally and operates in 13 countries in Europe and LATAM.

Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen.

If you want to learn more about our culture and work environment, we invite you to consult the real opinions we have on Glassdoor.

Job Description

Process Execution

Be a trusted advisor to the Customer Success teams across the globe - act as their main point of contact for business needs, solutions, insights and guidance
Analyze local processes, identifying differences and best practices, and developing solutions and processes that fit multiple countries’ needs
Oversee KPIs and performance of CS teams, be the first person to detect ‘red-flags’
Use data to investigate and help resolve issues in processes

Project Management

Oversee and manage your own set of projects from planning through execution and review
Coordinate with cross-functional teams to ensure timely and successful delivery of projects
Help drive implementation of global processes with local structures

Team management:

Lead, mentor, and develop a small team of Customer Operations analysts.
Foster a positive team environment, encouraging collaboration and continuous improvement.

This role is both challenging and rewarding, as it requires you to excel as a Project Manager, independently leading projects, while also serving as an inspiring Team Leader. It’s never a dull moment—our constant growth and the exciting challenges ahead provide opportunities for creativity and allow you to make a significant impact on our business

Qualifications

Skills required to succeed in this role:

Have at least 3 years of experience in Operations, Project manager or other positions related to business development (previous experience in CS Ops/RevOps or in a similarly business-oriented role is a huge plus) with at least 2 years in a leadership or supervisory position.
Strong project management skills and experience managing multiple projects simultaneously from the beginning till the end
Analytical mindset, ability to analyze data and use it to drive performance improvements. Strong skills to present insights concisely and actionably
Excellent organizational skills and ability to prioritize tasks efficiently, keen attention to details
Problem-solving mindset
Strong ability to build and maintain strong working relationships with team members and peers
Strong communication skills, both written and spoken in English is mandatory. You will be a part of a global team.
You have an extensive knowledge of the following tools: Salesforce, Hubspot, Microsoft Office Excel. Outreach, Zapier is a plus
Skills such as SQL/Python is a plus
And most importantly… “Getting things done” attitude

Additional Information

The process (preliminary outline)

30 min intro call with Ainhoa (Global talent partner)
60 min interview with G abriele, our Global Head of Customer Success Operations - your manager in this role (experience match + fit into the team)
Business exercise (a data-based problem solving task) incl. 3 days’ preparation time, followed by a 60 min presentation meeting to discuss your thoughts and findings
References & Offer

Benefits