Senior Customer Operations Analyst

Senior Customer Operations Analyst (x/f/m) The team you’ll be joining At Doctolib, the CC (Customer Care) & Sales Operations team is responsible for driving the efficiency and effectiveness of all our Sales, Account Manager and Support teams, while maintaining a top level of motivation, drive and passion. We’re a team of 25 highly motivated people in charge of the organisation, strategy, data, process, tooling and coaching of our 600+ Sales, Consultants and Account Managers. The CC & Sales Ops team reports to the Sales Ops Director directly under the direction of the VP Growth and Strategy of France. Within this team, the Analytics & Strategy team (4 full-time members and 2 interns,) handles all matters related to Data Analysis & exploration, monitoring, modelling & forecasting of performance to drive actionable insights, improves process and closely monitor performance vs our forecasted budget. What you’ll do As a Senior Customer Operations Analyst, you’ll be the analytics brain behind our operations, specifically focused on our Support population, working closely with Product Marketing, Data, Finance and top France leadership. You will have a pivotal impact on improving the performance of teams and increasing our revenues, control our expenses, and drive more satisfaction. This role is unique as it combines data analysis, strategic insights, PMO, and modeling, while giving you direct exposure to senior leadership at one of Europe's leading tech scale-ups. Your responsibilities include but are not limited to: Forecast & Business Planning Work hand-in-hand with Finance and CC Perf director to build reliable staffing and performance forecasts for the short, mid and long term, bi-annually. Performance Monitoring Develop and implement forecasting models to improve accuracy and reliability of our performance monitoring Pilot CC performance by monitoring closely most important KPIs (Contact Ratio, Quality of Service…) on a daily, weekly and monthly basis Build and maintain CC performance dashboards for Operational teams and FR leadership Prepare the monthly business overviews shared with senior leadership (including. Comex members). Analytics & Insights Work with Data Product Managers and Analytics Engineers to ensure data quality, reliable datasets, and robust KPI definitions for Support teams Deep-dive analysis on CC Perf metrics to identify trends, insights and areas of improvement Create actionable insights from complex data sets to support strategic decision-making and present recommendations to senior leadership. Collaborate with other Ops Teams to develop and implement Support strategies and plans that align with Doctolib’s business objectives. Support the implementation of strategic projects (satisfaction projects, external provider management…) Who you are Before you read on — if you don't have the exact profile described below, but you feel this job description matches your skill set, we still encourage you to apply. You could be our next team mate if: You are fluent in French and English. You have at least 2/3 years of experience in an ops/business/strategy analytics (in-house or in consulting) You have strong analytical and problem-solving skills. You like the stretch between imagining new solutions and getting into the detail of implementation and operations. You are used to crunching data on a daily basis with your favorite tools (Excel, Gsheet…) and can use data visualization tools like Tableau, PowerBI, Metabase, or similar. You have a strong business sense & communication: you’re able to translate business needs into analytics requirements, and communicate insights clearly to non-technical stakeholders. What makes you successful in this role: Drive & autonomy: you own your projects with an entrepreneurial mindset. Curiosity & learning agility: you ask questions, self-train on new tools, and continuously improve. Relationship building: you proactively create connections with stakeholders across the organization and generate trust with your peers. Now, it would be fantastic if: You are proficient with SQL (strong bonus, but we value willingness to learn) You have experience with operational KPIs (sales ops, customer care, supply chain etc.) You are familiar with CRM systems like Salesforce What we offer Free health insurance for you and your children Parent Care Program: receive one additional month of leave on top of the legal parental leave Free mental health and coaching services through our partner Moka.care For caregivers and workers with disabilities, a package including an adaptation of the remote policy, extra days off for medical reasons, and psychological support Work from abroad for up to 10 days per year thanks to our flexibility days policy Work Council subsidy to refund part of sport club membership or creative class Up to 14 days of RTT A subsidy from the work council to refund part of the membership to a sport club or a creative class Lunch voucher with Swile card Reimbursement of public transportation or company car (only for Field Sales) Relocation support for international mobilities The interview process 30’ with the Talent Partner 60’ with the Hiring Manager & another team member 60’ Case Study presentation & discussion with the Hiring Manager and another manager 30’ final conversation with the CC & Sales Ops Director At least one reference check Job details Full Time Partial remote allowed on Wednesday and Friday Compensation : fix + bonus on objectives (according to your profile) At Doctolib, we are committed to improving access to healthcare for everyone. This translates into our recruitment process. We evaluate candidates based solely on qualifications and motivation, without any form of discrimination. The more diverse ideas are heard, the more our product will truly improve healthcare for all. You are welcome to apply to Doctolib, regardless of your gender, religion, age, sexual orientation, ethnicity, disability. To ensure equal opportunities, we invite you to exclude personal information (e.g. pictures, age) from your applications. If you require any accommodation, please let us know for support during the hiring process. Join us in building the healthcare we all dream of All information provided is processed by Doctolib for application management. For data processing details, click here. Please contact hr.dataprivacy(at)doctolib.com to exercise your rights. #J-18808-Ljbffr