Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.

Learn more about our products here: pro.doctoralia.es

Why join us? Real impact – We help doctors help patients. Your work truly makes a difference.

At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.

Shape the future, sustain growth – Make a difference now and build for long-term success.

Job Description How will you make an impact? Job Purpose As Patient Care Regional Manager, you will be the people manager and operational lead for Patient Care teams in your assigned European markets. You will own team performance, quality reviews, and day-to-day operations — while working closely with Country Managers and the Global Patient Care Head to align on priorities and ensure service consistency across markets.

You will be the missing link between global standards and local execution: someone who can read data, give direct feedback, run a tight operational cadence, and genuinely develop the people on your team.

Key Responsibilities People Management

Own performance reviews, 1:1s, and development conversations for direct reports across your markets

Manage absence, availability, and team sizing for your region

Lead hiring decisions and internal mobility within the Patient Care team





Build a culture of direct feedback and consistent follow-through

Operational Performance

Track and own regional KPIs: response SLA, first-contact resolution, CSAT, and quality scores

Run quality review and moderation programs — calibration sessions, rubric definition, feedback loops

Identify performance trends using dashboards and reports; translate them into concrete actions

Own escalation protocols for complex patient cases

Cross-functional Collaboration

Partner with Country Managers to align on priorities, workload, and service commitments

Work with the Product/PATS team on tooling rollouts, workflow automation, and process improvements

Contribute to the monthly Patient Voice reporting — classified ticket analysis, actionable issue surfacing

Act as regional interface for general policy rollouts and operational changes

Qualifications What will help you thrive? Must-haves

5+ years in customer support, patient experience, or service operations — with at least 2 years managing people

Experience managing teams across multiple countries in Europe (not just one market)

Strong people instincts: direct, empathetic, consistent — someone teams trust and grow under

Data-driven: comfortable with dashboards, pulling operational reports, and making decisions from numbers





Experience running quality review or moderation programs (calibration, rubric design, scoring)

Fluency in English mandatory

Proficiency in project management tools (e.g., Jira, Notion, or similar)

Nice to have

Background in healthtech, marketplace, or two-sided platforms

Experience working with AI-assisted support tools or automation workflows

Familiarity with Intercom, Zendesk, or equivalent support tooling

SQL knowledge or comfort querying data independently

Experience onboarding a new org structure or consolidating teams

Strong plus — Spanish, Italian, Polish, or German language speaker.

What to Expect from Our Hiring Process We like to keep things transparent and efficient Here’s what the process usually looks like (though it might vary slightly depending on the role):

Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.

Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with your Hiring Manager and your potential manager in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too.

Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.

Additional/ Final Interview (Optional) – A final conversation with another senior stakeholder from our Global Team.

References & Offer
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📌 Regional Patient Care Manager (Madrid)
🏢 Docplanner
📍 Madrid