Senior Operational Excellence Specialist (x/f/m)

Doctolib · Berlin, Berlinsenior

In short

▸Especialista senior en mejora operativa centrado en atención al cliente en Alemania.
▸Diseñas procesos con IA, analizas datos y optimizas recursos para aumentar calidad y satisfacción.
▸Destaca por liderar la automatización inteligente de procesos con enfoque humano-AI.

Fluent English required for internal communication and documentation

In ~1 minute you get: who interviews you, the likely questions answered from your CV, and your CV tailored to this job. Free, no card.

🎧Land the interview? Bring the copilot. Our free extension listens to the live interview and flashes 3-4-word anchors from your resume and prep — glance, connect, talk. Get the extension →

What they ask for

✓Experiencia demostrable en mejora operativa o análisis de procesos.
✓Habilidades avanzadas en análisis de datos y visualización (KPIs, dashboards).
✓Conocimiento práctico de herramientas de automatización y gestión de procesos.
✓Capacidad para trabajar con equipos multifuncionales y altos niveles de gestión.
✓Experiencia con planificación presupuestaria y de capacidad en servicios al cliente.
✓Inglés fluido para comunicación y documentación técnica.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

KPIsdashboardsanálisis de datosautomatizacióngestión de procesosIAanálisis estratégicoplanificación presupuestariareportingcolaboración multidisciplinari

Who should you write to at Doctolib?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

Together, we shape the future of healthcare We are looking for you as a Senior Operational Excellence Specialist to support our Operational Excellence team in Berlin . As Senior Operational Excellence Specialist, you take on a central role in the further development, scaling, and continuous optimization of our operational processes in Customer Operations at Doctolib Germany. With a clear focus on Customer Care , you identify and implement both tactical and strategic improvements together with Customer Care, always with the goal of sustainably increasing our service quality and customer satisfaction. You work closely with management as well as relevant interfaces, use data-driven analyses and KPIs as the basis for well-founded decisions, and ensure transparent, impactful reporting. Your Responsibilities • Performance monitoring and management: You develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance • Process improvement: You analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation • AI-driven process design: You rethink Customer Operations workflows and design them with AI. You identify tasks with high automation potential, conceive the interplay between humans and AI agents as one system, and step by step elevate processes to a higher level of automation and quality • Budget planning: You create budget, cost, and capacity planning for Customer Care, manage it based on data, and specifically identify efficiency potential to ensure consistently high service quality with optimal use of resources • Data-driven decision-making: You ensure that operational decisions are made on the basis of sound analyses and clearly defined KPIs. You foster a culture of Operational Excellence across the entire team while always keeping the customer experience in focus • Collaboration & communication: &nbs

Don't apply unprepared

We research who's interviewing you, tailor your CV and rehearse you live — first one free.