Company Description
Doctoralia: Leading Digital Health
Doctoralia is a leading global platform in the digital health sector. Through our marketplace and mobile App, we enable users to search for private healthcare professionals and clinics, read patient reviews, check availability, and book appointments directly online.
Innovation with NOA Notes We have launched NOA Notes, a revolutionary tool that improves medical management and documentation, reducing the time spent on administrative tasks.
Global Presence Doctoralia has been part of the Docplanner Group since 2017, a multinational company with a presence in more than 13 countries.
At scale, yet agile - 3,000+ employees, but still fast, flexible, and hands-on.
This role collaborates closely with Team Leads and the Clinics CS team, ensuring strong alignment between strategy and day-to-day execution, and enabling consistent, high-quality performance across the organization.
It requires someone who can seamlessly move across projects, take ownership end-to-end, and ensure initiatives are effectively implemented and adopted.
With a strong focus on processes, KPIs, and AI-driven improvements, this role translates global strategy into local execution - ensuring systems, workflows, and insights deliver measurable performance impact.
Key Responsibilities Quality & Process Accountability
Own and manage the Quality Assurance workflow: review cases, score performance, deliver structured feedback to Team Leads, and track improvement actions.




Ensure CS procedures are consistently followed across onboarding, account management, and expansion.
Identify performance gaps, trends, and coaching opportunities using objective QA data and KPIs.
Local Execution of Integral Efficiency Initiatives
Act as the Spain lead for implementing global processes, tools, AI solutions, and efficiency programs.
Partner with Integral CS Operations, Product, and local leadership to ensure initiatives are effectively embedded - not just rolled out.
Performance Visibility & Reporting
Provide leadership with clear, unbiased, data-driven visibility into performance, process adherence, and operational gaps - independent of team-level interpretation.
Support Expansion, Training & Coaching
Use insights to improve commercial conversations and sales-oriented behaviours within CS.
Partner with Team Leads to embed commercial excellence into daily workflows.
Turn operational insights into measurable improvements in quality, efficiency, and customer experience.
Leverage your commercial mindset to strengthen expansion capabilities within the CS team.
3-5+ years in Customer Success, Operations, Project Management, QA, or similar roles (preferably in SaaS or service environments).
~ Strong analytical mindset with the ability to translate data into action and behavioural change.
~ Highly structured, adaptable, and execution-focused with strong project management skills.
~ Fluent in Spanish and English.

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📌 Responsable Projects Management Customer Services F/H (Barcelona)
🏢 Docplanner
📍 Barcelona