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. What You'll OwnDefine and maintain process and quality standards for CS execution across the Core marketplace business.
Run the operating cadence (reviews, escalation management, performance check-ins) with Core local ops leaders under the team's dotted-line mandate.
Own quality validation for Core: sign off that operational execution meets the Quality Lead's rubric within this business line, and escalate gaps.
Partner with the Quality Lead and Strategic Ops' data team to translate QA and data findings into operating changes.
Represent the central CS team in front of Core local ops leadership.
Coordinate with the Ops Excellence Manager – PMS to keep the two lines of business aligned on the same underlying standard.
Drive first batch of email deprecation , volume in email decreased by 50% and moved to live digital channels, phone depreciation of volume of 35%Clear cost per ticket measurement and improvement plan. Goal , lower to under 3Requirements5+ years in customer service or operations management.




Project management experienceComfortable reading and shaping dataExpeience building projects and leading from 0 to 1Experience operating across multiple markets.
Strong stakeholder management without formal authority (dotted-line experience).Comfortable owning quality validation and process governance.
Fluent English.
multi-market marketplace or consumer business experience, an additional European language (ES, PL, IT, PT, CZ, DE)What to Expect from Our Hiring ProcessWe like to keep things transparent and efficient! Intro Chat – A first call with our Talent Partner Mariam Bokuchava to 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 leader/stakeholder/peer] from our Global Team. Why You'll Love It Here General Benefits – No matter where you are, you'll have access to: Healthcare insurance – so you can focus on what matters.
Wellness that works for you – from gym memberships to mental health support, we've got you covered.
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 Global 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.

📌 Operations Support Specialist (Barcelona)
🏢 Docplanner
📍 Barcelona