Senior Global Customer Care Operations Lead (Remote)

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

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.