Senior Operational Excellence Specialist (x/f/m)

<h2><strong class=&quot;font-semibold text-foreground&quot;>Together, we shape the future of healthcare</strong></h2> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;>We are looking for you as a <strong class=&quot;font-semibold text-foreground&quot;>Senior Operational Excellence Specialist</strong> to support our <strong class=&quot;font-semibold text-foreground&quot;>Operational Excellence</strong> team in <strong class=&quot;font-semibold text-foreground&quot;>Berlin</strong>.</div> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;>&nbsp;</div> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;>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 <strong class=&quot;font-semibold text-foreground&quot;>clear focus on Customer Care</strong>, 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.</div> <h2 class=&quot;s-pb-2 s-pt-4 s-heading-xl s-text-foreground dark:s-text-foreground-night&quot;><strong class=&quot;font-semibold text-foreground&quot;>Your Responsibilities</strong></h2> <ul class=&quot;s-list-disc s-pb-2 s-pl-6 s-flex s-flex-col s-gap-1 s-text-foreground dark:s-text-foreground-night s-text-base s-leading-relaxed&quot;> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>Performance monitoring and management:</strong>&nbsp;You develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>Process improvement:</strong>&nbsp;You analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>AI-driven process design:</strong>&nbsp;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</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>Budget planning:</strong>&nbsp;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</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>Data-driven decision-making:</strong>&nbsp;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</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;><strong class=&quot;font-semibold text-foreground&quot;>Collaboration &amp; communication:</strong>&nbsp;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</li> </ul> <h2 class=&quot;s-pb-2 s-pt-4 s-heading-xl s-text-foreground dark:s-text-foreground-night&quot;><strong class=&quot;font-semibold text-foreground&quot;>Your Profile</strong></h2> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;><em>Are you convinced that you bring exactly what this position needs? Then we encourage you to apply.

Even if you don&#39;t meet every single requirement, you might still be exactly the right future Doctoliber for this or other positions!</em></div> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;>&nbsp;</div> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;><strong class=&quot;font-semibold text-foreground&quot;>To become part of our team, you bring the following:</strong></div> <ul class=&quot;s-list-disc s-pb-2 s-pl-6 s-flex s-flex-col s-gap-1 s-text-foreground dark:s-text-foreground-night s-text-base s-leading-relaxed&quot;> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>A 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</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Experience leading cross-functional project teams and managing and organizing multiple parallel projects and initiatives</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Strong analytical skills and the ability to synthesize complex data into clear, actionable insights</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>You handle AI tools and agents with confidence, you equip agents with the right context, manage their use responsibly, and assess the quality of their output with sound judgment; ideally, you already have some experience redesigning processes with AI</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels</li> </ul> <div class=&quot;s-whitespace-pre-wrap s-break-words s-font-normal first:s-pt-0 last:s-pb-0 s-py-1 @md:s-pt-2 @md:s-pb-[10px] @md:s-leading-relaxed s-text-base s-leading-relaxed s-text-foreground dark:s-text-foreground-night&quot;><strong class=&quot;font-semibold text-foreground&quot;>We would also be particularly interested in:</strong></div> <ul class=&quot;s-list-disc s-pb-2 s-pl-6 s-flex s-flex-col s-gap-1 s-text-foreground dark:s-text-foreground-night s-text-base s-leading-relaxed&quot;> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Knowledge of statistics as well as data analysis tools, methods, and software (e.g., MetaBase, Google Sheets); SQL is a plus</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Experience with CRM and/or Customer Success tools such as Salesforce; a Lean Six Sigma certificate is a plus</li> <li>Business-fluent English (minimum C1) as well as solid German skills (minimum B1) required</li> </ul> <h2 class=&quot;s-pb-2 s-pt-4 s-heading-xl s-text-foreground dark:s-text-foreground-night&quot;><strong class=&quot;font-semibold text-foreground&quot;>What We Offer You</strong></h2> <ul class=&quot;s-list-disc s-pb-2 s-pl-6 s-flex s-flex-col s-gap-1 s-text-foreground dark:s-text-foreground-night s-text-base s-leading-relaxed&quot;> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>A Deutschlandticket sponsored by Doctolib if you work from the office or in a hybrid model</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>28 days of vacation + 1 additional day for each full calendar year of employment (up to a maximum of 30 days)</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>The option to work from abroad for 10 days per year</li> <li class=&quot;break-words text-foreground text-base leading-relaxed&quot;>Supplementary company health insurance with individual additional benef