Senior Operational Excellence Specialist (x/f/m) at Doctolib

Job Overview

Senior Operational Excellence Specialist (x/f/m) – Full time, on site in Berlin, Germany. This role supports the Operational Excellence team in Customer Operations, focusing on continuous process optimization and operational excellence.

Your Responsibilities

• Performance monitoring and management: develop tactical and strategic KPIs, set up automated dashboards, measure and manage Customer Operations performance.
• Process improvement: analyze existing processes, uncover weaknesses, implement sustainable process improvements, including tooling and automation.
• AI-driven process design: rethink Customer Operations workflows, design them with AI, identify high automation potential, conceive the interplay between humans and AI agents.
• Budget planning: create budget, cost, and capacity planning for Customer Care; manage it based on data, identify efficiency potential.
• Data-driven decision‑making: ensure operational decisions are based on sound analyses and clearly defined KPIs; foster a culture of Operational Excellence while keeping customer experience in focus.
• Collaboration & communication: work closely with stakeholders and departments to implement process improvements end‑to‑end; present findings and recommendations tailored to stakeholders and management.

Your Profile

• 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles, or similar.
• Proven track record of using data analysis to support business decisions and improve performance, ideally connected to Customer Care.
• Experience leading cross‑functional project teams and managing multiple parallel projects.
• Strong analytical skills and ability to synthesize complex data into actionable insights.
• Hands‑on AI tools and agents experience, including process redesign with AI.
• Excellent communication and presentation skills, able to influence stakeholders at all levels.
• Background in statistics and data analysis tools (e.g., MetaBase, Google Sheets) preferred; SQL a plus.
• Experience with CRM or Customer Success tools such as Salesforce a plus.
• Lean Six Sigma certificate a plus.
• Business‑fluent English (minimum C1) and solid German skills (minimum B1).

We would also be particularly interested in:

• Knowledge of statistics and data analysis tools, methods, and software (e.g., MetaBase, Google Sheets).
• SQL skills.
• Experience with CRM and/or Customer Success tools such as Salesforce.
• Lean Six Sigma certificate.

What We Offer You

• Deutschlandticket sponsored if working from the office or hybrid.
• 28 days of vacation + 1 additional day for each full calendar year of employment (up to 30 days).
• Option to work from abroad for 10 days per year.
• Supplementary company health insurance with additional benefits.
• Company pension scheme (bAV) with 40% employer contribution (15% during probation).
• Participation in Doctolib's long‑term employee share program (DoctoGrowth).
• Parent Care Program including extra parental leave.
• Free mental health and coaching sessions.
• Healthy snacks, breakfast buffet, meal vouchers.
• Subsidized sports program with Urban Sports Club.
• Flexible working hours and additional medical leave for caregivers and employees with disabilities.

Job Details

Permanent contract, Full‑time. Berlin. Hybrid working model (3 days in the office per week). Starting immediately.

Equal Opportunity Statement

We pursue the vision of improving everyone's health. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination. 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.