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About the Role

As Senior Operational Excellence Specialist, you will play a central role in the further development, scaling, and continuous optimization of operational processes in Customer Operations at Doctolib Germany, with a focus on Customer Care. You will identify and implement tactical and strategic improvements to sustainably increase service quality and customer satisfaction, working closely with management and relevant interfaces using data-driven analyses and KPIs for decision-making and reporting.

Responsibilities

Develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance.
Analyze existing processes, identify weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation.
Rethink Customer Operations workflows and design them with AI, identifying automation potential and managing the interplay between humans and AI agents.
Create and manage budget, cost, and capacity planning for Customer Care, identifying efficiency potential to ensure high service quality with optimal resource use.
Ensure operational decisions are based on sound analyses and defined KPIs, fostering a culture of Operational Excellence with a focus on customer experience.
Collaborate with stakeholders and departments to implement process improvements end-to-end, presenting findings and recommendations clearly to stakeholders and management.

Requirements

5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles.
Proven track record of using data analysis to support business decisions and improve performance, ideally with a connection to Customer Care or Customer Operations.
Experience leading cross-functional project teams and managing multiple parallel projects and initiatives.
Strong analytical skills and the ability to synthesize complex data into clear, actionable insights.
Proficiency with AI tools and agents, including equipping agents with context, managing their use responsibly, and assessing output quality.
Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
Knowledge of statistics as well as data analysis tools, methods, and software (e.g., MetaBase, Google Sheets); SQL is a plus.
Experience with CRM and/or Customer Success tools such as Salesforce; a Lean Six Sigma certificate is a plus.
Business-fluent English (minimum C1) and solid German skills (minimum B1) are required.

Skills

Data analysis
Performance management
Process improvement
AI tools and agents
Cross-functional project management
Communication
Presentation
Statistics
Data analysis tools
MetaBase
Google Sheets
SQL
CRM
Salesforce
Lean Six Sigma

Location

Berlin

Work Type

Hybrid working model (3 days in the office per week)
Permanent contract
Full-time

Experience Level

Senior

Benefits

Deutschlandticket sponsored by Doctolib
28 days of vacation + 1 additional day per year (up to 30 days)
Option to work from abroad for 10 days per year
Supplementary company health insurance with individual additional benefits
Company pension scheme (bAV) with a 40% employer contribution
Participation in Doctolib's long-term employee share program, DoctoGrowth
Doctolib Parent Care Program (extra parental leave and more)
Free mental health and coaching sessions
Healthy snacks and a regular breakfast buffet
Meal vouchers
Subsidized sports program with Urban Sports Club
Flexible working hours for caregivers and employees with disabilities
Additional medical leave for caregivers and employees with disabilities
Psychological support for caregivers and employees with disabilities

About the Company

Together, we shape the future of healthcare.
We pursue the vision of improving everyone's health.
The more diverse our team and ideas are, the more our product will be able to improve the health of our users.

Equal Opportunity

We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination.
We invite you to apply, regardless of gender, religion, age, sexual orientation, ethnicity, or disability.
To ensure equal opportunity, you can omit information such as photos, age, etc. from your application.
Please let us know what accommodations we can make to support you in the best possible way.