Loading...
SeniorFull-timeRust
Salary Range
$56,355 - $76,245 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Senior Customer Operations Analyst to join our team at Doctolib. This role will serve as the analytics brain behind our operations, specifically focused on our Support population. You will work closely with Product Marketing, Data, Finance, and top France leadership to improve team performance, increase revenues, control expenses, and drive satisfaction.
Key Responsibilities
- →Forecast & Business Planning
- →Work with Finance and CC Perf director to build reliable staffing and performance forecasts
- →Performance Monitoring
- →Develop and implement forecasting models to improve accuracy
- →Pilot CC performance by monitoring KPIs on daily, weekly, and monthly basis
- →Build and maintain CC performance dashboards
- →Prepare monthly business overviews for senior leadership
- →Analytics & Insights
- →Work with Data Product Managers and Analytics Engineers to ensure data quality
- →Conduct deep-dive analysis on CC Perf metrics
- →Create actionable insights from complex data sets
- →Project management / Strategy
- →Collaborate with other Ops Teams to develop Support strategies
- →Support implementation of strategic projects
Requirements
- ✓Fluent in French and English
- ✓At least 2-3 years of experience in ops/business/strategy analytics
- ✓Strong analytical and problem-solving skills
- ✓Experience with data visualization tools like Tableau, PowerBI, Metabase
- ✓Strong business sense and communication skills
- ✓Drive and autonomy with entrepreneurial mindset
- ✓Curiosity and learning agility
- ✓Relationship building skills
- ✓SQL proficiency (strong bonus)
- ✓Experience with operational KPIs (sales ops, customer care, supply chain)
- ✓Familiarity with CRM systems like Salesforce
