Senior Operations Strategy Analyst

il y a 3 semaines

Paris, France Doctolib Temps plein

**Job description**:
**What you'll do**:
Doctolib is recruiting 2 Senior analysts to join the OperationsStrategy team As member of the Operations team, you will lead the creation, structuring and scaling of the Customer Care teams (+400 people). In this critical role, you will work closely with the Executive team and Operations Directors, to launch and scale the organization, while making sure Doctolib delivers the best customer service in Europe in a context of high-growth.

**1. Senior Operations Strategy Analyst - Global Projects (France / Germany / Italy)**

You will lead transformation projects, implement new tools and processes, or improve existing ones.
Examples of potential projects:

- Implement a new telephony system and a live-supervision tool
- Define the business requirements and conduct tool benchmarks to support Customer Care activities
- Coordinate with Product, Marketing and Customer Care sub-teams for new product launch or feature release
- Build key features of our CRM & ticketing system (Salesforce) with internal product teams

This role has a mix of analysis and project management assignments, with a stronger focus on project management.

**2. Senior Operations Strategy Analyst - Performance France**:
You will drive the Customer Care team performance in France. As a key partner of the Customer Care Director & Managers, you will:

- Define main KPIs and objectives
- Build dashboards for Customer Care teams and executives to monitor the performance
- Support the operations managers on their daily activities
- Identify and lead impactful projects to improve service KPIs (eg: process simplification, tooling improvement, knowledge enhancement plans, data tools etc.)

This role has a mix of analysis and project management assignments, with a stronger focus on analytics.

**In both roles, you will**:

- Conduct analysis and recommendations about potential transformations of tools, process and teams organization
- Coordinate with Doctolib business units to ensure the best service possible (sales, product, etc.). Work along many different stakeholders: COO, Customer Care Directors and Managers, Product Managers, Data analysts, Sales Excellence, etc.

At the heart of Doctolib’s economic model, your main KPI's will be linked to : Service quality and User satisfaction

**Who you are**:
If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply

You could be our next team mate if:

- You have 2-4 years of work experience preferably in a consulting firm, scale-up company, or on project management role
- You are fluent in French and English
- You know how to work in a digital and fast-paced environment
- You are used to working in an international environment and able to think global / act local
- Excellent command of Excel / Gsheet and Powerpoint / Gslides

Now, it would be fantastic if you:

- Hold a Master’s degree from a business/engineering school
- You master Italian and/or German
- You have skills in SQL language

**What we offer**:

- Employee share plan for every Doctoliber (BSPCE)
- Free Health Insurance for you & your family
- Quarterly or monthly bonus (based on your position)
- Parental care program (1 month off in addition to the legal parental leave and 0,5 days off per child when the school starts)
- Solidarity Days (2 days per year to help health charities and create a positive social impact)
- Wellbeing program (free mental health and coaching offer with our partner moka.care)
- A flexible workplace policy
- Flexibility days allowing to work in EU countries and the UK 10 days per year
- Lunch voucher with Swile card
- Work Council subsidy to refund part of sport club membership or creative class
- Bicycle subsidy
- Partial Reimbursement of public transportation
- Slean voucher for home-office furniture

**The interview process**:

- Interview with a Talent Partner
- First Interview with the Hiring Manager
- Case study to prepare at home
- Final interview : case discussion with Hiring Manager
- Reference Check
- Offer

**Job details**:

- Permanent position
- Full Time
- Workplace : Levallois Perret
- Start date ASAP
- Remuneration : fix + bonus on objectives (according to your profile)
- At Doctolib, we believe in improving access to healthcare for everyone - regardless of where you come from, what you look like. This translates into our recruitment process: Doctolib is an equal opportunity employer. We don't just accept diversity at Doctolib, we respect and celebrate it_

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