Global CS Operations & Quality Lead

Docplanner; Barcelona; Hybrid; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Time off

Meal vouchers

Job summary

Docplanner is hiring to own and optimize end-to-end CS processes for the Core marketplace, driving quality standards and cross-market consistency across multiple regions. You’ll lead cadence with local ops leaders, validate quality, and translate data findings into actionable improvements.

The role emphasizes multi-market experience, stakeholder management, and fluency in English, with remote-friendly, flexible work options. Join a global team shaping patient and provider experiences.

Qualifications

• 5+ years in customer service or operations management.
• Project management experience.
• Comfortable reading and shaping data.
• Experience operating across multiple markets.
• Strong stakeholder management without formal authority.
• Process design and documentation discipline.
• Fluent English.
• Nice to have: multi-market marketplace or consumer business experience, an additional European language (ES, PL, IT, PT, CZ, DE).

Responsibilities

• Define and maintain process and quality standards for CS execution across the Core marketplace business.
• Run the operating cadence (reviews, escalation management, performance check-ins) with Core local ops leaders under the team’s dotted-line mandate.
• Own quality validation for Core: sign off that operational execution meets the Quality Lead’s rubric within this business line, and escalated gaps.
• Own cross-market consistency within Core: the same problem gets solved the same way in every Core market.
• Partner with the Quality Lead and Strategic Ops’ data team to translate QA and data findings into operating changes.
• Identify and close process gaps proactively, before they become escalations.
• Represent the central CS team in front of Core local ops leadership.
• Coordinate with the Ops Excellence Manager – PMS to keep the two lines of business aligned on the same underlying standard.
• Establish or refresh the operating cadence with PMS leadership.
• Drive first batch of email deprecation , volume in email decreased by 50% and moved to live digital channels, phone depreciation of volume of 35%
• Clear cost per ticket measurement and improvement plan. Goal , lower to under 3€

Skills

Customer service

Operations management

Project management

Data analysis

Stakeholder management

Job description

Docplanner is hiring to own and optimize end-to-end CS processes for the Core marketplace, driving quality standards and cross-market consistency across multiple regions. You’ll lead cadence with local ops leaders, validate quality, and translate data findings into actionable improvements.

The role emphasizes multi-market experience, stakeholder management, and fluency in English, with remote-friendly, flexible work options. Join a global team shaping patient and provider experiences.