The Role
Lead development and scaling of Customer Operations processes focused on Customer Care. Define KPIs and dashboards, run data-driven analyses, design AI-enabled workflows and automation, drive process improvements, manage budget and capacity planning, and collaborate with stakeholders to improve service quality and customer satisfaction.
Summary Generated by Built In
Together, we shape the future of healthcare
We are looking for you as a Senior Operational Excellence Specialist to support our Operational Excellence team in Berlin.
As Senior Operational Excellence Specialist, you take on a central role in the further development, scaling, and continuous optimization of our operational processes in Customer Operations at Doctolib Germany. With a clear focus on Customer Care, you identify and implement both tactical and strategic improvements together with Customer Care, always with the goal of sustainably increasing our service quality and customer satisfaction. You work closely with management as well as relevant interfaces, use data-driven analyses and KPIs as the basis for well-founded decisions, and ensure transparent, impactful reporting.
Your Responsibilities- Performance monitoring and management: You develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance
- Process improvement: You analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation
- AI-driven process design: You rethink Customer Operations workflows and design them with AI. You identify tasks with high automation potential, conceive the interplay between humans and AI agents as one system, and step by step elevate processes to a higher level of automation and quality
- Budget planning: You create budget, cost, and capacity planning for Customer Care, manage it based on data, and specifically identify efficiency potential to ensure consistently high service quality with optimal use of resources
- Data-driven decision-making: You ensure that operational decisions are made on the basis of sound analyses and clearly defined KPIs. You foster a culture of Operational Excellence across the entire team while always keeping the customer experience in focus
- Collaboration & communication: You work closely with all relevant stakeholders and departments to think through and implement process improvements end to end. You present findings and recommendations clearly and appropriately tailored to stakeholders and management, always with an eye on adding value for the Customer Care area
Are you convinced that you bring exactly what this position needs? Then we encourage you to apply. Even if you don't meet every single requirement, you might still be exactly the right future Doctoliber for this or other positions!
To become part of our team, you bring the following:
- 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles
- A proven track record of using data analysis to support business decisions and improve performance, ideally with a strong connection to Customer Care or Customer Operations
- Experience leading cross-functional project teams and managing and organizing multiple parallel projects and initiatives
- Strong analytical skills and the ability to synthesize complex data into clear, actionable insights
- You handle AI tools and agents with confidence, you equip agents with the right context, manage their use responsibly, and assess the quality of their output with sound judgment; ideally, you already have some experience redesigning processes with AI
- Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels
We would also be particularly interested in:
- 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) as well as solid German skills (minimum B1) required
- A Deutschlandticket sponsored by Doctolib if you work from the office or in a hybrid model
- 28 days of vacation + 1 additional day for each full calendar year of employment (up to a maximum of 30 days)
- The option to work from abroad for 10 days per year
- Supplementary company health insurance with individual additional benefits (including teeth cleaning and more)
- A company pension scheme (bAV) with a 40% employer contribution (15% during the probationary period)
- Participation in Doctolib's long-term employee share program, DoctoGrowth
- The Doctolib Parent Care Program, which includes extra parental leave (1 month) and more
- Free mental health and coaching sessions through an external partner
- In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers
- A subsidized sports program with our partner Urban Sports Club
- For caregivers and employees with disabilities, an offer including more flexible working hours, additional medical leave, and psychological support
- Interview with your TA Partner
- Introductory meeting with our Head of Operational Excellence
- Peer interview
- Case study with the Director of Operations
- Final interview
- At least two reference checks by phone
- Permanent contract
- Full-time
- Berlin
- Hybrid working model (3 days in the office per week)
- Starting immediately
We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination.
The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why 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. We look forward to digitalizing healthcare together with you!
All information provided will be processed by Doctolib for application management purposes. For details on data processing, please click here. If you have any questions or wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com.
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Skills Required
- 5+ years experience in strategy consulting, business performance management, Operational Excellence, or similar roles
- Proven track record of using data analysis to support business decisions and improve performance
- Experience leading cross-functional project teams and managing multiple parallel projects
- Strong analytical skills and ability to synthesize complex data into actionable insights
- Experience handling AI tools and agents, redesigning processes with AI, and assessing AI output quality
- Excellent communication and presentation skills with stakeholder influencing ability
- Business-fluent English (minimum C1) and solid German skills (minimum B1)
- Knowledge of statistics and data analysis tools/methods (e.g., MetaBase, Google Sheets); SQL is a plus
- Experience with CRM/Customer Success tools such as Salesforce; Lean Six Sigma certificate is a plus
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The Company
What We Do
Since Doctolib's creation in 2013, we have had one purpose: strive for a healthier world. 1. We aim to improve the daily lives of care teams by providing them with a new generation of technologies and services. 2. We aim to improve health for all, by offering a fast and frictionless journey for all care episodes, creating new ways for people to receive care and empowering them to become actors of their health. At Doctolib, we are honored to work in the healthcare field and we believe that innovation in healthcare should be handled differently. We apply 4 guiding principles in everything we do: 1. We create helpful solutions for care teams and people. 2. We serve everyone equally and create well-designed and accessible technologies. 3. We team up with our users to strive for a healthier world and act as one team. 4. We protect our users' privacy. It’s their health, their data. To achieve our purpose, we are assembling a team dedicated to improving healthcare, with a human-centric approach and an entrepreneurial mindset. www.doctolib.com
