Head of Operations Strategy (Germany) - m/f/d

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: You work closely with all relevant stakeholders and departments to think through and implement process improvements end to end. You present findings and recommendations clearly and appropriately tailored to stakeholders and management, always with an eye on adding value for the Customer Care area YOUR PROFILE Are you convinced that you bring exactly what this position needs? Then we encourage you to apply. Even if you don't meet every single requirement, you might still be exactly the right future Doctoliber for this or other positions!   To become part of our team, you bring the following: * 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles * A proven track record of using data analysis to support business decisions and improve performance, ideally with a strong connection to Customer Care or Customer Operations * Experience leading cross-functional project teams and managing and organizing multiple parallel projects and initiatives * Strong analytical skills and the ability to synthesize complex data into clear, actionable insights * You handle AI tools and agents with confidence, you equip agents with the right context, manage their use responsibly, and assess the quality of their output with sound judgment; ideally, you already have some experience redesigning processes with AI * Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels We would also be particularly interested in: * Knowledge of statistics as well as data analysis tools, methods, and software (e.g., MetaBase, Google Sheets); SQL is a plus * Experience with CRM and/or Customer Success tools such as Salesforce; a Lean Six Sigma certificate is a plus * Business-fluent English (minimum C1) as well as solid German skills (minimum B1) required WHAT WE OFFER YOU * A Deutschlandticket sponsored by Doctolib if you work from the office or in a hybrid model * 28 days of vacation + 1 additional day for each full calendar year of employment (up to a maximum of 30 days) * The option to work from abroad for 10 days per year * Supplementary company health insurance with individual additional benefits (including teeth cleaning and more) * A company pension scheme (bAV) with a 40% employer contribution (15% during the probationary period) * Participation in Doctolib's long-term employee share program, DoctoGrowth * The Doctolib Parent Care Program, which includes extra parental leave (1 month) and more * Free mental health and coaching sessions through an external partner * In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers * A subsidized sports program with our partner Urban Sports Club * For caregivers and employees with disabilities, an offer including more flexible working hours, additional medical leave, and psychological support THE INTERVIEW PROCESS * Interview with your TA Partner * Introductory meeting with our Head of Operational Excellence * Peer interview * Case study with the Director of Operations * Final interview * At least two reference checks by phone JOB DETAILS * Permanent contract * Full-time * Berlin * Hybrid working model (3 days in the office per week) * Starting immediately We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination. The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why we invite you to apply, regardless of gender, religion, age, sexual orientation, ethnicity, or disability. To ensure equal opportunity, you can omit information such as photos, age, etc. from your application. Please let us know what accommodations we can make to support you in the best possible way. We look forward to digitalizing healthcare together with you! All information provided will be processed by Doctolib for application management purposes. For details on data processing, please click here. If you have any questions or wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com. #LI-MZ1

DEINE MISSION Dein Einfluss Bei Bees & Bears bauen wir gerade nicht nur ein Produkt – wir bauen eine skalierbare und resiliente Operations Funktion auf. Und genau dafür suchen wir dich. Als Founders Associate arbeitest du direkt mit unserer Head of Operations zusammen. Du übernimmst Eigenverantwortung für operative Projekte, treibst neue Produkteinführungen, designst Prozesse und baust eine skalierbare Infrastruktur. Deine Mission * Du entlastest die Head of Operations operativ – konkret, spürbar, schnell. * Du übernimmst eigene Workstreams und treibst sie von der Problemdefinition bis zur Umsetzung voran. * Du begleitest den Go-to-Market neuer Produkte und sorgst dafür, dass Initiativen Fahrt aufnehmen. * Du baust Struktur in Bereichen, die bisher zu stark von Leadership abhängig waren. * Du koordinierst cross-funktional zwischen Operations, Sales, Product, Finance und externen Partnern. * Du erkennst operative Bottlenecks, bevor sie eskalieren – und löst sie. * Du bereitest Analysen, Business Cases und Projektübersichten auf, wenn Entscheidungen vorbereitet werden müssen. * Du setzt neue Workflows, Tools und Routinen mit um – und denkst dabei nicht nur in Prozessen, sondern in Hebeln. DEIN TALENT * Du hast bereits erste Erfahrungen in einer anspruchsvollen, schnellen Umgebung gesammelt – Startup, Beratung, IB, VC oder vergleichbar. Startup-Erfahrung ist ein Muss: Du kennst Chaos, hältst Ambiguität aus und weißt, wie man trotzdem liefert. * Du brauchst keine detaillierten Anweisungen, um loszulegen – du holst dir, was du brauchst, und fragst lieber einmal zu viel als einmal zu wenig. * Du denkst analytisch und strukturiert, handelst aber genauso pragmatisch. * Du bist tech-affin und hast keine Scheu vor KI-Tools, Vibe Coding und Daten – du nutzt es, um schneller und besser zu arbeiten. * Du hast einen Business-, Finance-, Engineering- oder ähnlichen Hintergrund. Das genaue Studium ist weniger entscheidend als deine Fähigkeit, schnell zu lernen und eigenverantwortlich zu handeln. * Du willst nicht einfach einen Job – du willst verstehen, wie ein Unternehmen wirklich funktioniert, und daran mitbauen. * Du bist in Berlin vor Ort dabei und sofort oder kurzfristig verfügbar. * Du kommunizierst auf sehr hohem Niveau auf Englisch; Deutsch ist ein Plus. UNSER ANGEBOT Growth & Culture Wir sind schnell, wir bauen viel neu, und wir lernen jeden Tag dazu. Du wirst Teil eines Teams, das nicht nur arbeitet, sondern wirklich etwas aufbaut – mit viel Ownership und echtem Teamspirit. Impact Dein Job hat direkten Einfluss auf die Energiewende. Punkt. Und weil uns das wichtig ist, gibt’s extra freie Tage für Klimaaktivismus. Flexibilität Wir arbeiten hybrid und vertrauensbasiert. Homeoffice ist bei uns ganz normal – 2 Tage pro Woche sind Standard flexibel möglich. Den Rest gestalten wir so, wie es für Zusammenarbeit und Fokus im Team am besten passt. Und wenn es für dich und dein Team passt, kannst du auch aus anderen Orten arbeiten – Workation ist bei uns möglich. Perks Du bekommst einen flexiblen Bonus, den du so nutzen kannst, wie du willst – Sport, Kultur, Reisen, whatever works for you. Food & Energy Lange Tage passieren. Wenn das Büro läuft, läuft auch das Essen: bestell dir einfach über Wolt was ins Office. Team & Vibe Wir arbeiten ernst an der Mission – aber nehmen uns selbst nicht zu ernst. Offsites, Teamabende und unser „Bees & Beers“ gehören genauso dazu wie der Job selbst.