Senior Customer Care Operations Specialist

Doctoralia México; Barcelona; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Generous time off

Job summary

Docplanner Group is hiring for a senior operations/CS leadership role focused on defining standards, aligning multi-market processes, and driving measurable improvements across the marketplace. The role emphasizes cross-functional collaboration, data-driven decision making, and scaling operational excellence.

You will work across several hubs and support remote teams, shaping governance, quality validation, and customer experience initiatives to reduce costs while maintaining high service levels.

Qualifications

• 5+ years experience 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.
• Fluent English.
• Nice to have: another European language (ES, PL, IT, PT, CZ, DE).

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: verify execution aligns with rubric and close gaps.
• Drive cross-market consistency across countries.
• Translate QA findings into concrete operational improvements with data teams.
• Support rollout and alignment of strategic initiatives across market operations.
• Reshape inbound contact channels by optimizing AI-led deflection, routing, and self-service.
• Identify operational efficiencies to reduce cost per ticket globally without sacrificing quality.

Skills

5+ years experience

Project management

Data analysis

Multi-market experience

Stakeholder management

Process design

Quality governance

Fluent English

Additional European language

Job description

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.

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.

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):

1. Intro Chat – A first call with our Talent Partner Mariam Bokuchava to explore mutual fit around relevant skills, value alignment, and motivation.
2. TestGorilla – (SHL numerical reasoning assessment).
3. Hiring 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.
4. Business 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.
5. Additional/ Final Interview (Optional) – A final conversation with another [senior leader/stakeholder/peer] from our Global Team.
6. 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 covered.
• Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.

Local Perks –

Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.

Career Growth –

We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects.

A Truly Global Team –

Work with talented people from all over the world in a diverse and inclusive environment.

Flexibility That Works for You –

Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.

Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

What We Believe In

At Docplanner, our values guide everything we do:

Focus on results –

we're here to make an impact.

Think like an owner –

take responsibility, drive outcomes.

Keep it simple, keep it lean –

smart solutions over complexity.

Be respectful and radically honest –

openness builds trust.

Learn and be curious –

growth is part of the job.

Don’t just take our word for it—check out our Glassdoor to hear what our people say!

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.