{"id":3415037,"url":"https://alion.io/job/docplanner-global-cs-operations-manager","title":"Global CS Operations Manager","company":{"id":6247,"name":"Docplanner","domain":"docplanner.com","url":"https://alion.io/company/docplanner","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":93,"open_postings":7,"ghost_share":0,"stale_share":0.286,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain","Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":92000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":7,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-28T17:11:25Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T16:32:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Description\nAt 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.\nLearn more about our products here:pro.doctoralia.es\nWhy join us?\nReal impact - We help doctors help patients. Your work truly makes a difference.\nAt scale, yet agile - 3,000+ employees, but still fast, flexible, and hands-on.\nShape the future, sustain growth - Make a difference now and build for long-term success.\nThe role\nDocplanner'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.\nThis 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.\nYou'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.\nWe 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.\nThis is a role reporting to the Global Director of Customer Success Operations & Analytics.\nWhat you'll be doing\n Leading the CS Ops team\nManage 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)\n\nCoach analysts to grow in process design, Salesforce and stakeholder management; hold them accountable for business impact, not just tickets delivered\n\nEmpower analysts to own their business unit end to end, to be proactive and keep processes consistent across units and markets\n\n Building a relationship with the countries\nBe the go-to partner for local CS and RevOps teams across 13 markets, building trust through regular syncs, clear communication and follow-through\n\nRun a single, transparent intake for country requests so the team works on what matters and stakeholders know where their request stands\n\nPrioritise by business impact (churn, win rate, productivity, legal requirements) and push back with data when a request doesn't justify the effort\n\nFavour global, standard solutions over market-specific ones; challenge local deviations unless they're legally required or clearly worth it\n\nDesigning CRM processes that move business results\nTranslate business goals from CS leadership into end-to-end CRM processes for onboarding, retention and expansion\n\nDefine how success is measured for each process and follow up after go-live to confirm it delivered\n\nDrive productivity: automate manual work, simplify rep workflows and remove steps that don't add value\n\nCompleting the HubSpot to Salesforce migration\nLead the team through the remaining migrations till mid-2027\n\nProtect the standard Salesforce setup during each migration: separate day-one blockers from post-go-live improvements, and manage change with local teams\n\nAfter 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.\n\nPartnering with the Salesforce and other tech teams\nBe the main business counterpart of our internal Salesforce development team and of the other tech teams\n\nBring well-scoped, prioritised requirements, and challenge solutions so they're built the Salesforce way: standard first, custom only when needed\n\nPlan delivery capacity with tech each quarter and keep stakeholders informed on what will and won't ship\n\nWho you'll work with\nLocal CS and RevOps teams across 13 markets: your main source of requests and your main customers\n\nGlobal-Local Coordinator (main peer): helps you align needs and opportunities across all markets\n\nGlobal CS Analytics team (main peer): measures the impact of the processes your team designs\n\nInternal Salesforce development team (main tech partner), plus the other teams whose tools integrate into the CRM\n\nBusiness leadership: VP of Individual Doctors, VP of Clinics and the PMS business owners\n\nWhat you bring\n7-10 years of professional experience, including 5+ in Revenue Operations, CS/Sales Operations or CRM process design, and 2+ years leading teams, ideally across multiple countries or business units\n\nStrong hands-on Salesforce experience: you understand objects, flows, automation and reporting well enough to design processes and challenge developers on the best solution. Salesforce Administrator or Consultant certification is a plus\n\nProven track record of managing many stakeholders across countries or business units, with a reputation for building trust while saying no when needed\n\nStrong business judgement: you understand SaaS metrics (churn, MRR, win rate, productivity) and can tell which requests move them and which don't\n\nExperience prioritising a high-volume backlog of requests with a clear, data-backed framework\n\nExperience in CRM migrations or large CRM implementations, including change management with end users\n\nComfortable working with data to size impact and measure results (reports, dashboards, SQL is a plus)\n\nProfessional fluency in English; Spanish and/or Portuguese is a plus\n\nWhat makes you a fit\nRelationship builder: local teams see you as a partner, not a gatekeeper, even when your answer is no\n\nBusiness-first: you start from the problem and its impact, not from the feature request\n\nPragmatic prioritiser: you know what's important and what isn't, and you explain trade-offs clearly\n\nStrategic, structured thinker who breaks complex problems into logical parts and solves them at the root\n\nAn owner with an entrepreneurial mindset: you own your team's work, results and everything in between\n\nEmpowering leader: you set ambitious goals, give your team autonomy and hold them accountable\n\nAI-curious: you look for ways AI and automation can make CS teams more productive\n\nExtra advantage\nExperience in tech companies, start-ups or SaaS, ideally with multi-country operations\n\nExperience with HubSpot, or with integrations between Salesforce and other tools\n\nNo prior experience in healthcare required, but curiosity about it is\n\nWhat to Expect from Our Hiring Process\nWe like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):\n1⃣Intro Chat - A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.\n2⃣TestGorilla - (SHL numerical reasoning assessment).\n3⃣Hiring Manager Interview - A deeper conversation about your background, aspirations, and experience with Andreu Passola your potential manager in this role. Take this chance to ask anything on your mind-it’s just as much about making sure we’re the right fit for you, too.\n4⃣Business Case - A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.\n5⃣ Additional/ Final Interview (Optional) - A final conversation with another senior stakeholder or peer from our Global Team.\n6⃣ References & Offer!\nWhy You’ll Love It Here\nGlobal Benefits - No matter where you are, you’ll have access to:\nHealthcare insurance - so you can focus on what matters.\n\nWellness that works for you - from gym memberships to mental health support, we’ve got you covered.\n\nTime off that counts - whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.\n\nLocal Perks - Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.\nCareer Growth - We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths-whether within your team or through cross-functional projects.\nA Truly Global Team - Work with talented people from all over the world in a diverse and inclusive environment.\nFlexibility That Works for You - Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.\nPlease note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.\nWhat We Believe In\nAt Docplanner, our values guide everything we do:\nFocus on results - we're here to make an impact.\nThink like an owner - take responsibility, drive outcomes.\nKeep it simple, keep it lean - smart solutions over complexity.\nBe respectful and radically honest - openness builds trust.\nLearn and be curious - growth is part of the job.\nDon’t just take our word for it-check out our Glassdoor to hear what our people say!\n_________________________________________________________________________\nWe are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.","description_format":"text","description_chars":10316,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Gym membership","Parental leave"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Practice Management Software","Patient Access & Booking"],"lifecycle":[{"event":"open","at":"2026-10-28T19:05:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":42,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/docplanner-global-cs-operations-manager","json_url":"https://alion.io/job/docplanner-global-cs-operations-manager.json","meta":{"generated_at":"2026-10-29T18:14:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26955,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6247},"rest":"https://alion.io/mcp/rest/get_company?id=6247"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdocplanner-global-cs-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdocplanner-global-cs-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdocplanner-global-cs-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/docplanner-global-cs-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdocplanner-global-cs-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3415037}},{"tool":"search_jobs","arguments":{"company":"docplanner.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3415037},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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