CS Ops Specialist

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🕒 March 24

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DocPlanner

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

⚕️ Healthcare Insurance

☁️ SaaS

👥 B2C

Healthcare Insurance • SaaS • B2C

DocPlanner is a global healthcare platform dedicated to improving the patient experience by helping them find the perfect doctor and book appointments easily. By creating an enjoyable patient journey, DocPlanner assists patients in accessing the best care possible anytime and anywhere. The company also offers doctors an integrated end-to-end solution to help manage their practices and improve their online reputation, allowing them to focus more on their patients. With a presence in 13 countries, including Poland, Brazil, and Spain, DocPlanner facilitates over 22 million appointments each month and hosts more than 90 million patient visits. It supports 260,000 active doctors, making it a leading healthcare platform with a strong international footprint.

📋 Description

• Lead and execute end-to-end Customer Success (CS) project initiatives, taking direct responsibility for building deliverables, developing analyses, structuring materials, designing workflows, defining processes, and implementing proposed solutions; • Translate business objectives and customer experience needs into structured action plans, defining scope, timeline, budget, resources, and success metrics; • Coordinate and facilitate project meetings, ensuring effective communication among involved teams and follow-up on agreed actions; • Conduct risk analyses and identify potential obstacles to successful project implementation, proposing mitigation measures. • Monitor project progress and keep stakeholders informed about status, challenges, and key decisions; • Support the identification and evaluation of external vendors when needed to provide additional resources or specialized expertise; • Contribute to documentation, continuous improvement, and standardization of processes related to project management and customer experience.

🎯 Requirements

• Bachelor's degree in Business Administration, Engineering, or a related field; • Previous experience managing projects within Customer Success; • Solid knowledge of agile methodologies (Scrum, Agile); • Knowledge of relational databases and SQL for metric creation, data management, and reporting; • Experience with process and project management tools (such as Notion, Hive, MS Project) and creating flowcharts to support operational improvements; • Fluency in English (some stages of the process will be conducted in English).

🏖️ Benefits

• Work schedule: Monday to Friday, 9:00 AM to 6:00 PM; • Time-bank system for compensatory time off; • Home office allowance; • Meal/food allowance on a flexible iFood card; • Medical and dental assistance, and group life insurance; • Childcare assistance; • StarBem program for mental health and well-being; • iFeel app for emotional support; • Wellhub coverage for you and up to 3 dependents; • Pet plan extending care to your pet; • Birthday day off and company anniversary day off so you can celebrate as you prefer; • Partnerships club with offers on condominiums and discounts from educational institutions, including universities and language schools; • Special leave policies: 10 days for the death of a loved one; 2 days for the death of a pet; 7 days for marriage; 30 days for the father upon the birth of a child and 6 months for the mother; • Referral program offering up to R$600 for referrals who remain with us for more than 6 months.