Company DescriptionAt 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. At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. The roleDocplanner's Customer Success organisation serves hundreds of thousands of healthcare professionals across 13 markets, through several business units: Individual Doctors, Clinics, and our Practice Management Software (PMS) products. Each of them relies on the CRM to onboard, retain and grow customers efficiently.
This role leads the Global CS Ops team that designs those CRM processes. The team turns business goals into processes and tooling that improve churn, win rate and, above all, productivity, measured as more customers and MRR served per CS FTE.You'll lead a team of 5 analysts, each owning one business unit or enabler: Individual Doctors, Clinics, PMS, and the tools integrated into the CRM (e.g. meetings and quality). We are close to finishing the migration of all CS teams from HubSpot to Salesforce with 100% of products in Salesforce expected by mid-2027. Your job is to land it, then make the most of Salesforce as our single CS platform, quantifying the gains and detecting the main opportunities to deliver more impact. This is a role reporting to the Global Director of Customer Success Operations & Analytics.
What you'll be doingLeading the CS Ops teamManage and grow a team of 5 analysts, each owning a business unit or enabler; organise workload and keep a healthy pace using agile ways of working (sprints, backlog, clear intake)Coach analysts to grow in process design, Salesforce and stakeholder management; hold them accountable for business impact, not just tickets deliveredEmpower analysts to own their business unit end to end, to be proactive and keep processes consistent across units and marketsBuilding a relationship with the countriesBe the go-to partner for local CS and RevOps teams across 13 markets, building trust through regular syncs, clear communication and follow-throughRun a single, transparent intake for country requests so the team works on what matters and stakeholders know where their request standsPrioritise by business impact (churn, win rate, productivity, legal requirements) and push back with data when a request doesn't justify the effortFavour global,



standard solutions over market-specific ones; challenge local deviations unless they're legally required or clearly worth itDesigning CRM processes that move business resultsTranslate business goals from CS leadership into end-to-end CRM processes for onboarding, retention and expansionDefine how success is measured for each process and follow up after go-live to confirm it deliveredDrive productivity: automate manual work, simplify rep workflows and remove steps that don't add valueCompleting the HubSpot to Salesforce migrationLead the team through the remaining migrations till mid-2027Protect the standard Salesforce setup during each migration: separate day-one blockers from post-go-live improvements, and manage change with local teamsAfter the migration, shift the team's focus from migrating to optimising: using Salesforce's native capabilities to improve how CS works with a data-driven and measured KPIs approach.
Partnering with the Salesforce and other tech teamsBe the main business counterpart of our internal Salesforce development team and of the other tech teamsBring well-scoped, prioritised requirements, and challenge solutions so they're built the Salesforce way: standard first, custom only when neededPlan delivery capacity with tech each quarter and keep stakeholders informed on what will and won't shipWho you'll work withLocal CS and RevOps teams across 13 markets: your main source of requests and your main customersGlobal-Local Coordinator (main peer): helps you align needs and opportunities across all marketsGlobal CS Analytics team (main peer): measures the impact of the processes your team designsInternal Salesforce development team (main tech partner), plus the other teams whose tools integrate into the CRMBusiness leadership: VP of Individual Doctors, VP of Clinics and the PMS business ownersWhat you bring7-10 years of professional experience, including 5+ in Revenue Operations, CS/Sales Operations or CRM process design, and 2+ years leading teams, ideally across multiple countries or business unitsStrong hands-on Salesforce experience: you understand objects, flows, automation and reporting well enough to design processes and challenge developers on the best solution.
Salesforce Administrator or Consultant certification is a plusProven track record of managing many stakeholders across countries or business units,



with a reputation for building trust while saying no when neededStrong business judgement: you understand SaaS metrics (churn, MRR, win rate, productivity) and can tell which requests move them and which don'tExperience prioritising a high-volume backlog of requests with a clear, data-backed frameworkExperience in CRM migrations or large CRM implementations, including change management with end usersComfortable working with data to size impact and measure results (reports, dashboards, SQL is a plus)Professional fluency in English; Spanish and/or Portuguese is a plusWhat makes you a fitRelationship builder: local teams see you as a partner, not a gatekeeper, even when your answer is noBusiness-first: you start from the problem and its impact, not from the feature requestPragmatic prioritiser: you know what's important and what isn't, and you explain trade-offs clearlyStrategic, structured thinker who breaks complex problems into logical parts and solves them at the rootAn owner with an entrepreneurial mindset: you own your team's work, results and everything in betweenEmpowering leader: you set ambitious goals, give your team autonomy and hold them accountableAI-curious: you look for ways AI and automation can make CS teams more productiveExtra advantageExperience in tech companies, start-ups or SaaS, ideally with multi-country operationsExperience with HubSpot, or with integrations between Salesforce and other toolsNo prior experience in healthcare required, but curiosity about it isWhat to Expect from Our Hiring ProcessWe like to keep things transparent and efficient!
Intro Chat – A first call with our Talent Partnerto explore mutual fit around relevant skills, value alignment, and motivation.
Business Case – A take-home exercise incl. Additional/ Final Interview (Optional) – A final conversation with another senior stakeholder or peer from our Global Team. Why You'll Love It Here Global Benefits – No matter where you are, you'll have access to: Healthcare insurance – so you can focus on what matters.
Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave. You'll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects. A Truly Integral Team – Work with talented people from all over the world in a diverse and inclusive environment. Flexibility That Works for You – Remote work and flexible hours aren't just buzzwords here. Prefer an office setting? At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

📌 Global Head of Operations Management (Barcelona)
🏢 Docplanner
📍 Barcelona