Senior Customer Operations Analyst

About the role

This role sits at the intersection of analytics, strategy, and operational excellence within the Customer Care & Sales Operations team at Doctolib. You will own the analytical backbone for our Support organization, ensuring that performance is measured, understood, and continuously improved. You will translate complex data sets into clear narratives and actionable recommendations for both operational teams and senior leadership. The position requires a high level of ownership, curiosity, and comfort with end-to-end responsibility for analytics in a fast-paced, high-growth environment. You will be a key partner to Product Marketing, Finance, and leadership, aligning data-driven insights with business objectives. This role provides direct exposure to executive-level decision-making for one of Europe's leading healthcare scale-ups.

Key facts

What you'll do

• Partner with Finance and the CC Performance Director to build and maintain headcount and performance forecasts at both short-term and long-term horizons, ensuring alignment between capacity and business demand.
• Develop and implement statistical models and tracking frameworks to monitor Customer Care key performance indicators on a daily, weekly, and monthly basis, focusing on reliability and timeliness of insights.
• Act as the primary analytical owner for Support operations, defining and managing the metrics that drive efficiency, quality, and customer satisfaction across the customer journey.
• Construct and govern a robust set of dashboards for CC operational teams and France leadership, enabling transparent visibility into performance against plan and identifying outliers or risks in real time.
• Lead in-depth analysis of support-related metrics to uncover root causes, trends, and opportunities, translating raw data into clear, data-backed recommendations for improvement.
• Collaborate closely with Data and Product Marketing to define KPIs, data models, and definitions that are consistent, accurate, and fit-for-purpose across the organization.
• Prepare and own the analytical components of monthly business reviews with senior leadership, including members of the Executive Committee, presenting insights and decisions in a concise, impactful manner.
• Work cross-functionally with other Ops teams to design and roll out strategic Support initiatives, such as customer satisfaction programs and external vendor management strategies.
• Drive process standardization and continuous improvement across analytical workflows, ensuring scalability, reproducibility, and clarity of methodology over time.
• Represent the Analytics & Strategy function in cross-team projects, ensuring that analytical rigor is embedded into new initiatives from conception through execution.

Requirements

• You are fluent in both French and English, with strong written and verbal communication skills in each language, enabling you to convey complex analytical concepts to diverse audiences.
• You bring a minimum of 3 years of professional experience in analytics, operating within business operations, customer care, or a related function in a high-growth environment.
• You have a proven track record of working with large, multi-dimensional data sets and turning them into clear insights and decisions for stakeholders.
• You are highly proficient in data manipulation and analysis tools, with expertise in at least one scripting language such as SQL and Python, and strong capabilities in spreadsheet tools like Excel or Google Sheets.
• You have experience building and maintaining dashboards, reporting frameworks, and performance tracking systems, with a strong eye for detail and accuracy.
• You are comfortable working autonomously and in a matrixed environment, managing multiple priorities and stakeholders while maintaining a high standard of work.
• You possess strong problem-solving skills and a structured approach to analyzing complex business problems and designing analytical solutions.
• You are comfortable interfacing with senior leadership and cross-functional partners, communicating insights and recommendations with clarity and confidence.

Nice to have

• Prior experience in a Customer Support or Customer Operations environment within a SaaS or tech scale-up.
• Familiarity with contact center or support-specific metrics such as first response time, resolution time, and quality assurance processes.
• Experience with data visualization tools such as Tableau or Looker, in addition to SQL and Python.
• Knowledge of workforce management or staffing optimization models in a high-volume contact center context.