Senior Customer Care Operations Specialist

Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Learn more about our products here: https://pro.doctoralia.es/pro.doctoralia.es http://pro.doctoralia.es Why join us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. ✨ Shape the future, sustain growth – Make a difference now and build for long-term success. WHAT YOU'LL OWN - Define and maintain process and quality standards for CS execution across the marketplace business. - Establish and run the regular operating cadence (business reviews, escalation management, performance check-ins) with local ops leaders. - Own the CS operational readiness and validation process for new product releases across the business. - Own quality validation: verify that local execution aligns with the Quality Lead's rubric, proactively flagging and closing gaps. - Drive cross-market consistency so the same customer problem is solved with the same high standard in every country. - Partner with the Quality Lead and Strategic Ops data team to translate QA findings and core metrics into concrete operational improvements. - Support the rollout and alignment of strategic initiatives across all market operations. - Reshape inbound contact channels by optimizing AI-led deflection, routing, and self-service. - Identify operational efficiencies to sustainably reduce cost per ticket globally without sacrificing quality. REQUIREMENTS - 5+ years in customer service or operations management. - Project management experience - Comfortable reading and shaping data - Expeience building projects and leading from 0 to 1 - Experience operating across multiple markets. - Strong stakeholder management without formal authority (dotted-line experience). - Process design and documentation discipline. - Comfortable owning quality validation and process governance. - Fluent English. - Nice to have: multi-market marketplace or consumer business experience, an additional European language (ES, PL, IT, PT, CZ, DE) WHAT TO EXPECT FROM OUR HIRING PROCESS We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Partner Mariam Bokuchava https://www.linkedin.com/in/mariam-b-ba8bba82/ to explore mutual fit around relevant skills, value alignment, and motivation. 2️⃣TestGorilla – (SHL numerical reasoning assessment). 3️⃣Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with your potential manager in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too. 4️⃣Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings. 5️⃣ Additional/ Final Interview (Optional) – A final conversation with another [senior leader/stakeholder/peer] from our Global Team. 6️⃣ References & Offer! WHY YOU’LL LOVE IT HERE 💙 Global Benefits – No matter where you are, you’ll have access to: - Healthcare insurance – so you can focus on what matters. - Wellness that works for you – from gym memberships to mental health support, we’ve got you cover