Global Operations Analyst - Customer Care (Remote-friendly within Spain)

Welcome to the good side of tech 👋

You might have heard about us, but with a different name: Doctoralia. It all started 10 years ago, when we asked ourselves: is anyone in healthcare thinking about patients? We jumped in and we empowered patients by giving them access to leave and read reviews about their visit. We then provided doctors with the technology to manage bookings easily and save time, so they could devote themselves to what they always wanted: treating patients. And today is the day in which we ask you: will you join us in the next step of making the healthcare experience more human?

Docplanner at scale

We are leaders in 13 countries so far, and more than 90 million patients trust us every month. Almost 300.000 specialists believe in us and our product, and so do leading venture capital funds such as Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners. And yet, employing over 2.700 people all over the globe, we managed to keep the startup-mindset we started with over 10 years ago.

During the past few years, our company has grown like crazy - we grew from a small startup to a global company. During this fast growth, small local teams developed highly personalized solutions for their local operations. With the evolution of the teams the need has come to develop further the insights provided in real time to the different countries, specifically, directed at actions and strategy to take based on prescriptive and predictive analysis.

To do this, we are…

• Working with local structures across all countries, leveraging the available data and tools to recommend the best next actions.
• Analyzing, in real time, how the countries are performing and making necessary corrections
• Ensuring clear and recurrent analysis to provide the best short and long term strategy to our local structures while taking in consideration the biggest bets in each country.

Joining as the Global Operations Analyst, how will you make an impact?

• Be a decision maker on operational changes by taking data-driven decisions.
• Own the relationship between the global operations team and the local structures
• Propose and influence operational direction of local structures
• Own the relationship between global operations and tool POCs
• Own KPIs management and KPI achievement 
• Improve the impact customer care has within the customer's lifecycle
• Drive the information cycles between CC and other departments (CS, sales, etc)
• Be a facilitator between the goals of local operations and the overall strategy of the global team 
• Drive innovation within the department for all things operations related.

• Have 2 years or more of experience in project management, analytics, operations or other positions related to business development
• Have GREAT communication skills.You will be a part of a global team
• Are proactive and curious
• Are good with numbers and people equally
• Know Excel like a pro
• SQL, Python or R are a plus
• Have analytical thinking and like creating reports
• Have experience with CRM’s (Salesforce with be a plus)
• Have huge ease of learning new tools & skills
• Have a problem-solving mindset
• Speak English (Minimum C1)

Getting to know each other - What does the recruitment process look like?

• 30' Interview with Giuliana, Global Talent Partner
• SHL assessment (a numerical reasoning assessment - standard practice for our hires)
• Business Case, including a few days’ preparation time
• 60' Interview with the Hiring team  to discuss your thoughts and findings - exactly as if you were working here already.
• Offer (subject to references)

What will you get in return?

Let’s talk money

• Flexible remuneration and benefits system via Flexoh, which includes: restaurant card, transportation card, kindergarten, and training tax savings;
• Share options plan after 6 months of working with us

True flexibility and work-life balance

• Remote first in one of our legal entities or hybrid work model in one of our office locations;
• Flexible working hours;
• Paid time off according to your location of work;
• Additional paid holiday on your birthday or work anniversary (you choose what you want to celebrate).

Health comes first 

• Health insurance according to your location of work:
• Access to iFeel, a technological platform for mental wellness offering online psychological support and counseling.