Senior Operational Excellence Specialist (x/f/m)

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