Senior Customer Care Operations Specialist

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

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: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 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€

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):

Intro Chat – A first call with our Talent Partner Mariam Bokuchava to explore mutual fit around relevant skills, value alignment, and motivation.

TestGorilla – (SHL numerical reasoning assessment).

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.

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.

Additional/ Final Interview (Optional) – A final conversation with another senior leader/stakeholder/peer from our Global Team.

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.

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.