Senior Operational Excellence Specialist

As Senior Operational Excellence Specialist, you take on a central role in the further development, scaling, and continuous optimization of 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 service quality and customer satisfaction.

What you'll do

• Develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance
• Analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation
• Rethink Customer Operations workflows and design them with AI, identifying tasks with high automation potential and elevating processes to a higher level of automation and quality
• Create budget, cost, and capacity planning for Customer Care, manage it based on data, and identify efficiency potential
• Ensure that operational decisions are made on the basis of sound analyses and clearly defined KPIs, fostering a culture of Operational Excellence
• Work closely with all relevant stakeholders and departments to think through and implement process improvements end to end

What you'll need

• 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles
• Proven track record of using data analysis to support business decisions and improve performance, ideally with a strong connection to Customer Care or Customer Operations
• Experience leading cross-functional project teams and managing multiple parallel projects and initiatives
• Strong analytical skills and the ability to synthesize complex data into clear, actionable insights
• Confidence with AI tools and agents, with ideally some experience redesigning processes with AI
• Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels
• Business-fluent English (minimum C1) and solid German skills (minimum B1)

Nice to have

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

What they offer

• Deutschlandticket sponsored by Doctolib
• 28 days of vacation plus 1 additional day for each full calendar year of employment (up to a maximum of 30 days)
• Option to work from abroad for 10 days per year
• Company pension scheme (bAV) with 40% employer contribution
• Participation in DoctoGrowth long-term employee share program
• Free mental health and coaching sessions through an external partner