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Senior Customer Operations Analyst

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Doctolib

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Location:
France , Paris

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Category:
Sales

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Senior Customer Operations Analyst, you’ll be the analytics brain behind our operations, specifically focused on our Support population, working closely with Product Marketing, Data, Finance and top France leadership. You will have a pivotal impact on improving the performance of teams and increasing our revenues, control our expenses, and drive more satisfaction. This role is unique as it combines data analysis, strategic insights, PMO, and modeling, while giving you direct exposure to senior leadership at one of Europe's leading tech scale-ups.

Job Responsibility:

  • Work hand-in-hand with Finance and CC Perf director to build reliable staffing and performance forecasts for the short, mid and long term, bi-annually
  • Develop and implement forecasting models to improve accuracy and reliability of our performance monitoring
  • Pilot CC performance by monitoring closely most important KPIs (Contact Ratio, Quality of Service…) on a daily, weekly and monthly basis
  • Build and maintain CC performance dashboards for Operational teams and FR leadership
  • Prepare the monthly business overviews shared with senior leadership (including. Comex members)
  • Work with Data Product Managers and Analytics Engineers to ensure data quality, reliable datasets, and robust KPI definitions for Support teams
  • Deep-dive analysis on CC Perf metrics to identify trends, insights and areas of improvement
  • Create actionable insights from complex data sets to support strategic decision-making and present recommendations to senior leadership
  • Collaborate with other Ops Teams to develop and implement Support strategies and plans that align with Doctolib’s business objectives
  • Support the implementation of strategic projects (satisfaction projects, external provider management…)

Requirements:

  • Fluent in French and English
  • At least 2/3 years of experience in an ops/business/strategy analytics (in-house or in consulting)
  • Strong analytical and problem-solving skills
  • Used to crunching data on a daily basis with tools like Excel, Gsheet
  • Can use data visualization tools like Tableau, PowerBI, Metabase, or similar
  • Strong business sense & communication: able to translate business needs into analytics requirements, and communicate insights clearly to non-technical stakeholders
  • Drive & autonomy
  • Curiosity & learning agility
  • Relationship building

Nice to have:

  • Proficient with SQL
  • Experience with operational KPIs (sales ops, customer care, supply chain etc.)
  • Familiar with CRM systems like Salesforce
What we offer:
  • Free health insurance for you and your children
  • Parent Care Program: receive one additional month of leave on top of the legal parental leave
  • Free mental health and coaching services through our partner Moka.care
  • For caregivers and workers with disabilities, a package including an adaptation of the remote policy, extra days off for medical reasons, and psychological support
  • Work from abroad for up to 10 days per year thanks to our flexibility days policy
  • Work Council subsidy to refund part of sport club membership or creative class
  • Up to 14 days of RTT
  • A subsidy from the work council to refund part of the membership to a sport club or a creative class
  • Lunch voucher with Swile card
  • Reimbursement of public transportation or company car (only for Field Sales)
  • Relocation support for international mobilities

Additional Information:

Job Posted:
January 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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