Project Manager – Global Call Center Operations

• Own and manage multiple call center projects across 8 international markets
• Run day-to-day call center campaigns while ensuring alignment with business objectives for both Doctors and Clinics segments
• Prioritize markets, initiatives, and ad-hoc requests based on business impact and readiness
• Drive the transition from local call center management to a global, standardized operating model
• Lead the unification of campaigns toward a pay-per-success model, where applicable
• Define and implement clear, repeatable processes for campaign setup, execution, and reporting
• Act as the main point of contact for external call center agencies across markets
• Ensure delivery against agreed outcomes, timelines, and quality standards
• Monitor whether promised results (e.g., MQL conversion, volumes) are achieved
• Ensure a smooth and predictable process for database preparation and new data scrappings, in collaboration with internal teams
• Analyze daily performance data from call centers to assess: Data quality (phone number validity, reachability), Agent performance, Conversion to MALs, MQLs, and wins
• Deliver consistent daily reporting across all markets and segments
• Work closely with internal stakeholders, including: Heads of Marketing per market/segment
• Align with VPs of segment - Gaela and Clement on performance, lead quality, and the shift toward a global model
• Clearly communicate priorities, trade-offs, and progress to senior stakeholders
• Identify opportunities to improve campaign performance and efficiency
• Design, test, and implement optimizations such as: Advanced database segmentation, New operational or reporting approaches
• Bring call center expertise to uncover optimizations not yet visible to the business

• Proven experience in call center operations or customer service, ideally in an international, multi-market setup for minimum 2 years
• Experience managing external vendors and performance-based delivery models
• Strong prioritization and decision-making skills
• Ability to say no and focus on highest-impact markets and initiatives
• Comfortable driving change from “local” to “global” ways of working
• Strong analytical skills with daily performance tracking and reporting
• High proficiency in Excel (current core tool
• openness to improving tooling)
• Ability to spot patterns, risks, and opportunities in data
• Excellent stakeholder management and influencing skills
• Cross-cultural communication experience
• Confident working with many internal and external partners
• English – Fluent
• Spanish – strong plus (many Spanish-speaking markets and call centers)

Spanish – strong plus (many Spanish-speaking markets and call centers)

• Healthcare insurance
• Wellness that works for you – from gym memberships to mental health support
• Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge
• Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave
• Career Growth – lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects
• A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment
• Flexibility That Works for You – Remote work and flexible hours
• 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