Senior Global Customer Success Operations Analyst

Who We are

Our mission is to “make the healthcare experience more human”. Docplanner is a SaaS tool for doctors and clinics used to optimize their patient flow, reduce no-shows, and digitize their practices to be able to spend more time with the patient. We also operate marketplace-websites in 12 countries which serve 62 million patients monthly to easily find the right doctor and book an appointment. Only last month 5 mln medical visits were booked via our websites. That makes us the world's leading marketplace connecting doctors and patients. We have been growing rapidly and are on a path to reach EUR 0.5 bln in ARR in the next 3-5 years!

Docplanner was founded in 2012 in Poland. Our team now numbers over 2000 people based across 9 offices in Warsaw, Munich, Barcelona, Istanbul, Rome, Mexico City, Curitiba, Rio de Janeiro and Bologna. It is backed by leading venture capital funds including Point Nine Capital, Goldman Sachs Private Capital, and One Peak Partners, raising a total of €130 million to date.

“Culture eats strategy for breakfast” according to Peter Drucker. We believe in that. We’re looking for exceptional people who can help us change the world while building an amazing company. 

What makes this role exciting?

We are looking for a Global CS Operations Analyst to join our Global CS team in a hybrid role combining data-driven analysis and hands-on business operations. In this position, you will play a pivotal role in optimizing global processes across the customer journey.

In your role you will: 

• Be a trusted advisor to the Customer Success teams across the globe - act as their main point of contact for business needs, solutions, insights and guidance 

• Analyze local processes, identifying differences and best practices, and developing solutions and processes that fit multiple countries’ needs

• Help drive implementation of global processes with local structures

• Be a guardian of quality and consistency in our systems

• Create automations related to Customer Success process to ensure maximal effectiveness and operational perfection both in our CRM and in other areas

• Query datasets from different sources, turn data into information and information into insight

• Use data to investigate and help resolve issues in processes

• Design, implement & maintain metrics, dashboards, and reports

• Oversee KPIs and performance of local teams, be the first person to detect ‘red-flags’

• Make sure that our data is clean, processes are aligned around a global and definitely you will have fun while doing it! :) 

In this role, you’re working super closely with - and reporting directly to Gabriele, our Global Head of Customer Success Operations :)

This role is both challenging and rewarding, as it requires you to excel as an analyst while leveraging operational expertise and strong interpersonal skills to drive impactful changes across the Customer Success structure. You'll thrive in a fast-paced, constantly evolving environment where new challenges and opportunities emerge regularly. This dynamic position allows you to showcase your creativity, solve complex problems, and make a significant impact on our business growth and success.

Skills required to succeed in this role: 

• At least 2 years of experience in BI, analytics, operations, or business development roles. (Experience in CS Ops/RevOps or a similarly analytical and business-oriented role is a significant advantage.)
• Knowledge of tools such as Salesforce, HubSpot, Zapier, Looker Studio, Tableau, or similar platforms.
• Proficiency in data analysis tools, including SQL/Python, and Excel.
• Strong experience working with complex datasets and the ability to derive actionable insights.
• Excellent analytical and reporting skills, capable of presenting insights concisely and effectively.
• Proven experience managing projects end-to-end, from planning to execution.
• A problem-solving mindset, with the ability to think critically and find creative solutions.
• Equally skilled with numbers and people, balancing technical expertise with interpersonal effectiveness.
• Exceptional communication skills (written and verbal) in English, as you'll be collaborating with a global team.
• Most importantly, a "getting things done" attitude, with a proactive and hands-on approach to challenges.

The process (preliminary outline)

1. 30 min intro call with Ainhoa (Global talent partner)

2. 60 min interview with Gabriele, our Global Head of Customer Success Operations - your manager in this role (experience match + fit into the team)

3. Business exercise (a data-based problem solving task) incl. 3 days’ preparation time, followed by a 60 min presentation meeting with Gabriele & Konrad to discuss your thoughts and findings

4. Technical fit interview with a senior engineer from our Data teams

5. References & Offer

Benefits 

• Share options plan after six months working with us, vesting in 5 years (subject to separate ESOP agreement and plan)
• Gym membership (reduced price)
• Health Insurance paid by the company 
• Flexible retribution plan benefits 
• Mental health program (iFeel)
• 23 days of holiday per year (on top of bank holidays, plus your birthday off on top)

We promote and embrace equal opportunities in our hiring process, and also every day at work. When you apply for our roles you receive equal treatment regardless of age, disabilities, gender reassignment, marital or civil partner status, pregnancy or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex, sexual orientation or any other dimension of human difference. If you require additional support in your recruitment process, we kindly encourage you to let us know. Behind those words you’re reading, there’s a person (hi!) who already helped a candidate by adapting the interviews, and now we’re lucky to have this person with us. So, even if you’ve never asked for it before, may this serve as a sign that, now, you can do so. We can only truly be equal if we adapt to each other. ❤️