Docplanner

Senior Customer Care Operations Specialist

Barcelona, Remote. Posted 17 days ago

The role

This person will define and maintain process and quality standards for customer service execution across the marketplace business. They will manage operational readiness for product releases and drive cross-market consistency.

What you will do

  • 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 to verify local execution aligns with the Quality Lead's rubric
  • Drive cross-market consistency
  • Partner with the Quality Lead and Strategic Ops data team to translate findings into 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 reduce cost per ticket globally

Required 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)

Benefits

  • Healthcare insurance
  • Gym memberships
  • Mental health support
  • Vacation
  • Birthday time off
  • Meal vouchers (ticket restaurant)
  • Transport allowances
  • Extended parental leave

Before you apply

  • We are not able to sponsor visas for this position
  • You must already have the legal right to work in your country of residence or the location of the role
  • TestGorilla (SHL numerical reasoning assessment)
  • Business Case take-home exercise

About the company

Docplanner Group is a healthcare platform that connects patients with doctors across 13 countries. They provide marketplaces, SaaS and AI tools to help doctors, clinics and hospitals work more efficiently.