Global Customer Care Ops & Quality Lead

Jameda; Barcelona; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Paid time off

Meal vouchers

Transport allowance

Parental leave

Job summary

Docplanner Group seeks an experienced CS/Operations Manager to define standards, run operating cadences, and ensure readiness for new releases. You will own quality validation, drive cross-market consistency, and translate QA insights into actionable improvements across global markets.

You will shape processes, partner with local leaders, and optimize AI-driven deflection, routing, and self-service while identifying efficiency gains to lower costs without compromising quality.

Qualifications

• 5+ years in customer service or operations management.
• Experience building projects and leading from 0 to 1.
• Comfortable reading and shaping data.
• Strong cross-market experience and stakeholder management.

Responsibilities

• Define and maintain process and quality standards for CS execution across the marketplace business.
• Establish and run the regular operating cadence with local ops leaders.
• Own the CS operational readiness and validation process for new product releases.
• Own quality validation and flag gaps to close them.
• Drive cross-market consistency so problems are solved to a high standard in every country.
• Translate QA findings and metrics into concrete operational improvements with teams.
• Support rollout and alignment of strategic initiatives across market operations.
• Reshape inbound channels by optimizing AI-led deflection, routing, and self-service.
• Identify operational efficiencies to sustainably reduce cost per ticket globally without sacrificing quality.

Skills

Customer service

Operations management

Project management

Data interpretation

Stakeholder management

Process design

Quality governance

Fluent English

Job description

Docplanner Group seeks an experienced CS/Operations Manager to define standards, run operating cadences, and ensure readiness for new releases. You will own quality validation, drive cross-market consistency, and translate QA insights into actionable improvements across global markets.

You will shape processes, partner with local leaders, and optimize AI-driven deflection, routing, and self-service while identifying efficiency gains to lower costs without compromising quality.