Doctolib is an eHealth Startup founded in 2013, is now used by millions of patients and thousands of doctors. We're looking for an Operations Performance Manager to improve Product Support Agents and all other Operations teams Salesforce experience.
1/ Improve Product Support agents Salesforce Experience
- Automate contact flows (Phone, Web, Mail) in Service Cloud and their assignations to the correct teams using Omnichannel
- Improve our 360 customer knowledge and integrate Next Best Actions in the agent flows to provide the best customer experience possible
- Implement state of the art incidents managements including synchronisation with Salesforce
- Facilitate / Automate mot recurring customer requests (failure to understand features, bug reporting...) while ensuring a top satisfaction
2/ Improve Salesforce experience for all other Operations teams
- Work closely with Salesforce and Sales Performance to improve onboarding and churn processes for Customer Onboarding and Customer Retention teams
- Improve Account Management teams (Commercial Support and KA Success) experience in Salesforce
- Define vision and product roadmap on all missions mentioned above
- Conduct user research, analysis and collect feedback
- Define correct KPIs to measure impacs, identify success or failures of features to continuously improve tools
- Build use cases and user stories and communicate them internally
- Coordinate product developments with all Doctolib teams involved (Salesforce, Operations Strategy, Customer Care, Customer Onboarding)
Who you are
- You have a master degree in Business or Engineering
- You have 5+ years of experience as a Product Manager working for Operations Team or on Salesforce
- You know perfectly Salesforce and Service Cloud
- You have a technical appetence and are able to work closely with developers as well as business stakeholder
- You are structured with a data driven approach for prioritization
- You have excellent oral skills, well organised and demonstrate strong leadership
Who we are
Founded in 2013, Doctolib is the fastest growing and one of the leading e-health services in Europe.
For healthcare professionals
We provide healthcare professionals with a software solution with a full range of services to help improve the efficiency of their operations, provide their patients with a more seamless experience, attract new patients, and collaborate with other practitioners.
We provide patients with a more transparent access to healthcare and a full suite of online services to manage their health: from finding nearby healthcare professionals, to booking/managing appointments 24/7 online, having remote medical consultations via video and receiving a digital prescription in their online account.
- We partner with 135,000 healthcare professionals and 3,500 healthcare facilities including some of the largest hospitals in France and Germany;
- We have 60+ million patient visits on our platform every month in France and Germany combined;
- We plan to hire 2,000 Doctolibers in the coming years to transform the healthcare sector.
SCALES: Our 6 pillars
- SERVE: Provide exceptional service to healthcare professionals & patients
- CARE: Take care of our team
- ACT: Be action-oriented and bold
- LEARN: Be humble and learn 3 things every day
- ENJOY : Enjoy and maintain a high level of energy
- STRUCTURE: Work with methodology & efficiency to scale