Global CS Operations Manager

La oferta

Company Description At 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. Learn more about our products here: https://pro.doctoralia.es/pro.doctoralia.es http://pro.doctoralia.es Why join us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. ✨ Shape the future, sustain growth – Make a difference now and build for long-term success. THE ROLE Docplanner'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). You'll be the main point of contact for the countries' requests: deciding what matters, what doesn't, and saying no when needed. 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 DOING Leading the CS Ops team - Manage 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 delivered - Empower analysts to own their business unit end to end, to be proactive and keep processes consistent across units and markets Building a relationship with the countries - Be the go-to partner for local CS and RevOps teams across 13 markets, building trust through regular syncs, clear communication and follow-through - Run a single, transparent intake for country requests so the team works on what matters and stakeholders know where their request stands - Prioritise by business impact (churn, win rate, productivity, legal requirements) and push back with data when a request doesn't justify the effort - Favour global, standard solutions over market-specific ones; challenge local deviations unless they're legally required or clearly worth it Designing CRM processes that move business results - Translate business goals from CS leadership into end-to-end CRM processes for onboarding, retention and expansion - Define how success is measured for each process and follow up after go-live to confirm it delivered - Drive productivity: automate manual work, simplify rep workflows and remove steps that don't add value Completing the HubSpot to Salesforce migration - Lead the team through the remaining migrations till mid-2027 - Protect the standard Salesforce setup during each migration: separate day-one blockers from post-go-live improvements, and manage change with local teams - After 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 teams - Be the main business counterpart of our internal Salesforce development team and of the other tech teams - Bring well-scoped, prioritised requirements, and challenge solutions so they're built the Salesforce way: standard first, custom only when needed - Plan delivery capacity with tech each quarter and keep stakeholders informed on what will and won't ship WHO YOU'LL WORK WITH - Local CS and RevOps teams across 13 markets: your main source of requests and your main customers - Global-Local Coordinator (main peer): helps you align needs and opportunities across all markets - Global CS Analytics team (main peer): measures the impact of the processes your team designs - Internal Salesforce development team (main tech partner), plus the other teams whose tools integrate into the CRM - Business leadership: VP of Individual…