Senior Global CS Operations & Quality Lead

Docplanner; Barcelona; A distancia; EUR 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare insurance

Wellness programs

Paid time off

Meal vouchers

Transport allowance

Parental leave

Descripción de la vacante

Docplanner is seeking a Senior Operations Manager to define and maintain process and quality standards across our Core marketplace customer service. You will lead cadence with local ops, ensure quality validation, and drive cross-market consistency.

You will collaborate with the Quality Lead and data teams to translate findings into operational changes, close gaps proactively, and represent the central CS team to Core leadership.

Formación

• 5+ years in customer service or operations management.
• Project management experience.
• Comfortable reading and shaping data.
• Experience operating across multiple markets.
• Fluent English.

Responsabilidades

• Define and maintain process and quality standards for CS execution across the Core marketplace business.
• Run the operating cadence with Core local ops leaders under the team's dotted-line mandate.
• Own quality validation for Core 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€.

Conocimientos

Fluent English

Multi-market experience

Project management

Data analysis

Stakeholder management

Descripción del empleo

Docplanner is seeking a Senior Operations Manager to define and maintain process and quality standards across our Core marketplace customer service. You will lead cadence with local ops, ensure quality validation, and drive cross-market consistency.

You will collaborate with the Quality Lead and data teams to translate findings into operational changes, close gaps proactively, and represent the central CS team to Core leadership.