Global Customer Care Operations Lead

Docplanner; Bellprat; Remote; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Paid time off

Meal vouchers

Transport allowance

Parental leave

Job summary

Docplanner Group is a leading global healthcare platform connecting patients with doctors across 13 countries. We’re driven by impact, scale with agility, and empower teams to move fast while maintaining exceptional care.

In this role you will own CS quality standards for the Core marketplace, drive cross-market consistency, partner with data and ops teams, and translate insights into concrete operating improvements across international markets.

Qualifications

• 5+ years in customer service or operations management.
• Project management experience.
• Comfortable reading and shaping data.
• Experience building projects and leading from 0 to 1.
• Experience operating across multiple markets.
• Strong stakeholder management without formal authority.
• 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).

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 elevate 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

Project management

Data interpretation

Cross-market operations

Stakeholder management

Process design

Quality governance

Fluent English

Multilingual plus

Job description

Docplanner Group is a leading global healthcare platform connecting patients with doctors across 13 countries. We’re driven by impact, scale with agility, and empower teams to move fast while maintaining exceptional care.

In this role you will own CS quality standards for the Core marketplace, drive cross-market consistency, partner with data and ops teams, and translate insights into concrete operating improvements across international markets.