Company Description

With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.

We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 260,000 customers globally and operates in 13 countries in Europe and LATAM. Doctors and clinics count on Docplanner to facilitate scheduling, booking, communication and payments for millions of patients a month. Through its innovative and user-friendly software, doctors and clinics can optimize patient flows, reduce costly no-shows and completely digitize their practices - all resulting in valuable time savings that can instead be used to improve patient outcomes and experiences. Via its TuoTempo brand, we also offer a more sophisticated suite of optimisation products for large healthcare institutions.

We built medical Practice Management Software as a SaaS. We help 260,000 doctors and clinics focus on treating patients and delivering an exceptional patient experience. We also run a service that allows 80 million patients monthly to easily find the right doctor, and we currently have 19 million bookings per month coming online or through our software.
Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen. <3

We're funded by some leading VCs - Goldman Sachs, One Peak Partners, Point Nine and Target Global - and so far we have raised over €450m. Currently, we're on around €190m ARR (60% yoy growth) and are about to reach profitability!

Job Description

Joining us as the COO of Poland, you will take the lead in overseeing Customer Success, Customer Care, RevOps, Finance, and Patient Care operations within the Polish market. This role is centered on optimizing communication and processes across functions, enhancing our customer success metrics, and driving growth through strategic initiatives. Your focus will be aligning operational performance with our evolving business objectives, ensuring seamless coordination across departments. The role will report to Piotr, our CEO in Poland.

Objectives

• Provide guidance and oversight to the different functions and enhancing autonomy and operational efficiency.

• Ensure that all operations, from customer-facing teams to back-office functions, are aligned with the company’s evolving business objectives.

• Continuously evaluate the company’s performance, making necessary adjustments to meet shifting market and business demands.

• Manage the integration of customer success initiatives for recent and future acquisitions to align with the company’s core value drivers.

• Be a visionary leader with a hands-on approach to effectively spearhead operational enhancements and tackle intricate problem-solving challenges.

Qualifications

Attributes & experience we're looking for

1. SaaS Business Model Expertise - Strong understanding of SaaS business models, with healthcare and SMB sectors as additional advantages.
2. Relevant Customer Success Experience - Proven experience in core operations such as onboarding, account management, and retention, with a strong focus on expansion within the SMB segment.
3. Visionary Leadership - Ability to inspire and lead teams while also diving deep into operational details to understand and resolve issues effectively.
4. Ability to dive deep - Skilled in using data-driven models to cut through complexity, structure analyses effectively, and prioritize key issues for resolution
5. Learning attitude - You are open to learn, anytime, from our customers and from the team.
6. Global scaling experience - Demonstrated ability to work collaboratively in a cross-functional setup, balancing global strategies with local execution need.
7. Focus on results - You excel in impactful tactics, you put plans into action, fast.

Additional Information

1. Intro call with the Docplanner Global Executive Search team + SHL

2. Interview with Piotr, CEO Poland & Aleksandra, Head of People Experience

3. Business Exercise, incl. a few hours of preparation time and a 1h working meeting with Piotr and Carlos, Global COO, to discuss your thoughts and findings - exactly as if you were working here already

4. Final face to face meetings with the Warsaw team and our leadership

5. Offer (subject to references)!

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This is a hybrid role based in Warsaw (2 days a week in office).

For internal applicants, please ensure your manager's green light before applying. Thank you! :)