Customer Experience Operations Lead, Docplanner
+ Share options plan after six months working with us, vesting in 5 years (subject to separate ESOP agreement and plan)
Booking platform and management software provider for doctors
Posted today
Booking platform and management software provider for doctors
1001+ employees
Posted today
+ Share options plan after six months working with us, vesting in 5 years (subject to separate ESOP agreement and plan)
1001+ employees
Company mission
To make the healthcare experience more human, via free doctor reviews and bookings for patients, and practice management tools for doctors.
Role
Who you are
- Have at least 3 years of experience in Operations, Project manager or other positions related to business development (previous experience in CS Ops/RevOps or in a similarly business-oriented role is a huge plus) with at least 2 years in a leadership or supervisory position
- Strong project management skills and experience managing multiple projects simultaneously from the beginning till the end
- Analytical mindset, ability to analyze data and use it to drive performance improvements. Strong skills to present insights concisely and actionably
- Excellent organizational skills and ability to prioritize tasks efficiently, keen attention to details
- Problem-solving mindset
- Strong ability to build and maintain strong working relationships with team members and peers
- Strong communication skills, both written and spoken in English is mandatory. You will be a part of a global team
- You have an extensive knowledge of the following tools: Salesforce, Hubspot, Microsoft Office Excel. Outreach, Zapier is a plus
- Skills such as SQL/Python is a plus
- And most importantly… “Getting things done” attitude
What the job involves
- Be a trusted advisor to the Customer Success teams across the globe - act as their main point of contact for business needs, solutions, insights and guidance
- Analyze local processes, identifying differences and best practices, and developing solutions and processes that fit multiple countries’ needs
- Oversee KPIs and performance of CS teams, be the first person to detect ‘red-flags’
- Use data to investigate and help resolve issues in processes
- Oversee and manage your own set of projects from planning through execution and review
- Coordinate with cross-functional teams to ensure timely and successful delivery of projects
- Help drive implementation of global processes with local structures
- Lead, mentor, and develop a small team of Customer Operations analysts
- Foster a positive team environment, encouraging collaboration and continuous improvement
- This role is both challenging and rewarding, as it requires you to excel as a Project Manager, independently leading projects, while also serving as an inspiring Team Leader
- It’s never a dull moment—our constant growth and the exciting challenges ahead provide opportunities for creativity and allow you to make a significant impact on our business
Application process
- 30 min intro call with Ainhoa (Global talent partner)
- 60 min interview with Gabriele, our Global Head of Customer Success Operations - your manager in this role (experience match + fit into the team)
- Business exercise (a data-based problem solving task) incl. 3 days’ preparation time, followed by a 60 min presentation meeting to discuss your thoughts and findings
- References & Offer
Our take
Healthcare platform Docplanner has become a major player in the European healthtech market in the decade since it was founded. The company offers a suite of administrative tools for 30M patients and around 2M doctors worldwide, including workflow digitisation and appointment booking services. The company currently operate in 13 countries, hit Unicorn status in 2021, and has been riding a recent wave of digital transformation and workforce overburdening in the healthcare sector which has spurred on demand for precisely the kind of services they provide. So it’s safe to say business is going well.
What is most compelling about Docplanner’s business journey has been its long-brewing competition with their direct competitor, the fellow Unicorn and better-funded Doctolib. The tête-à-tête with this French/German rival has seen both parties making aggressive European expansion with national acquisitions - Doctolib in Italy, France, and Germany; Docplanner in Turkey, Poland, Spain, and Latin America. With Docplanner’s 2021 acquisition of German parallel platform Jameda, however, they are making moves on Doctolib’s home turf. The company has also acquired MyDr, a leading Polsih tech solutions provider.
These broad consolidation moves represent a maturation of the healthtech market which will serve both competitors well. Docplanner is certainly a key and aggressive contender in this race - and this company isn't going anywhere any time soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
May 2019
$82.4m
SERIES E
May 2017
$15.5m
SERIES D
Total funding: $130.6m
Company benefits
- English classes
- Stock Option plan
- Free health insurance & wellnes Ifeel platform (unlimited)
- Corporate access with Andjoy colaboration
- Off days package
- Additional paid holiday on your birthday to celebrate with your loved ones or to have a self-care day!
- Flexible working hours
- Working from home policy (up to 3 days per week)
Company values
- Leave your comfort zone
- Focus on results not tasks
- Give feedback now, directly
- Keep it simple
- Do what you love
- Hustle, hit, never quit
Company HQ
Czyste, Warsaw, Masovian Voivodeship
Articles
Leadership
Mariusz Gralewski
(CEO)A Computer Science graduate from Warsaw University of Technology.
Luca Puccioni
(CEO)Previously Vice President and Chief Sales Officer at Groupon, he subsequently worked as Director for Southern European Sales at HomeAway.
Lucek Samulowski
(CPO)Previously Senior HR Business Partner at Unilever, he went on to serve as Head of HR at GoldenLine Sp.
Salary benchmarks
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