Global Operations Analyst, Customer Care

Summary

Join Docplanner, a global leader in healthcare technology, as a Global Operations Analyst. You will be a key decision-maker, leveraging data-driven insights to optimize operational efficiency across multiple countries. Responsibilities include analyzing real-time performance, recommending strategic actions, managing KPIs, and fostering collaboration between global and local teams. This role requires strong analytical skills, proficiency in Excel and SQL/Python/R, and excellent communication abilities. Docplanner offers a flexible work environment, competitive compensation, and various benefits, including health insurance, paid time off, and professional development opportunities.

Requirements

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

Responsibilities

• 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
• 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

Preferred Qualifications

• SQL, Python or R are a plus
• Salesforce with be a plus

Benefits

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