Head of Automation & Efficiency - Sales & Customer Operations (x/f/m)

The team you’ll be joining

At Doctolib, the France Sales and Customer Operations team is responsible for driving the efficiency and effectiveness of all our client-facing teams (Sales, Account Managers, Customer Support), while maintaining a top level of motivation, drive and passion. The Sales and Customer Ops team is composed of 20+ highly motivated people in charge of the organisation, strategy, data, process, automation and coaching of our 700+ Sales, Account Managers and Customer Support agents. 

What you’ll do

As the Head of Automation & Efficiency, you will report directly to the Sales and Customer Operations Director France and will lead the Automation & Efficiency team (team of 4 full-time employees including you). 

You will work closely with Tech & Product, IT, Sales, Account Managers, Customer Support, Legal, Security and Data teams as well as top FR leadership. 

Your team's mission is to unlock operational leverage at scale: turning business needs into automated, scalable solutions that improve the performance and efficiency of all our customer-facing teams.This is a rare opportunity to drive transformation where tech meets business, with direct impact on Doctolib's growth.

Your responsibilities include but are not limited to:

• Level-up current processes and drive continuous improvement through automation: 
• Centralize Sales and Customer Operations needs and have a clear framework of what can be done autonomously vs what must be done by Tech & Product teams.
• Work with Product Management, Tech, Security and IT to design and deploy automation flows in line with our security standards: workflow tools, internal bots, system-to-system integrations, generative / assistive AI. 
• Track the impact of automations with clear metrics. 
• Be the voice of business operations in product decisions:
• Frame business needs through a deep understanding of Sales, Account managers and Customer Support use cases.
• Contribute in defining and prioritizing the roadmap of Operations tools with Product Managers (CRM, internal tooling, quality tools, back-office, bots, etc.).
• Co-build functional specifications and success criteria with Product teams.
• Represent Sales and Customer Operations teams in product governance (committees, prioritization, solution design).
• Own and optimize our tools ecosystem:
• Constantly challenge status quo on tools & process to improve them.  
• Business owner with tooling providers on the FR scope (RFP, licence management…). 
• Define standards for tools usage and drive adoption within teams. 
• Team leadership & cross-functional collaboration:
• Lead, mentor and develop a team of 3. 
• Partner closely with the Sales and Customer Ops team to prioritize initiatives.
• Evangelize a culture of operational efficiency: promote best practices, train teams on new tools, share impact and success stories.
• Align vision with other countries (Germany, Italy, Netherlands).

Who you are

Before you read on — if you don't have the exact profile described below, but you feel this job description matches your skill set, we still encourage you to apply.

You could be our next team mate if you: 

• Are fluent in English and French to thrive in our international environment.
• Bring 10+ years combining tech, product and operations expertise - for example as a Product Manager on internal products, a Sales/Rev/Customer Ops leader with deep systems focus, or a technical profile (engineer, developer) who moved into product or operations roles.
• Have a proven track record on implementing automations (workflows, RPA, bots, AI, tooling integrations) in a high-growth environment (ideally SaaS B2B or B2C) with sizable sales or customer-facing teams. You know how to scale processes and tools when volumes grow.
• Excel at stakeholder and project management: You are able to manage and prioritize multiple strategic projects with various stakeholders. You understand business needs deeply, build consensus and still move fast. You challenge the status quo and defend your ideas in front of C-level.
• Are hands-on and pragmatic: You’re willing to deep-dive into a workflow or CRM configuration when needed while maintaining a strategic view. You can work alongside technical profiles and hold your ground on tooling choices.
• Are able and willing to manage a small team, with a diversity of backgrounds and seniority levels. 

Now, it would be fantastic if: 

• You have experience with CRM systems (ex.: Salesforce), project management software (ex.: Jira), AI and automation tooling (ex.: n8n, Mindflow, Zapier), support and CTI tools (ex.: Diabolocom, Joulica, Zendesk)
• Have a strong interest in AI technologies and their operational applications.

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

The interview process 

• Phone interview with the Talent Acquisition partner (30 min)
• Video interview with the Hiring Manager (1h)
• Onsite Business Case to prepare: to discuss real-life challenges and know more about how we work (1h15)
• Video interview with our Customer Care Director (45 min)
• Final video interview with our VP Growth (30 min)
• At least one reference check 

Job details

• Permanent position 
• Full Time 
• Workplace: Levallois (HQ) or Nantes - including travels once a month to Paris or Nantes
• Hybrid mode: 2 remote days per week
• Start date: as soon as you’re available.  
• Compensation : fix + bonus on objectives (according to your profile)

At Doctolib, we are committed to improving access to healthcare for everyone. This translates into our recruitment process. We evaluate candidates based solely on qualifications and motivation, without any form of discrimination.

The more diverse ideas are heard, the more our product will truly improve healthcare for all. You are welcome to apply to Doctolib, regardless of your gender, religion, age, sexual orientation, ethnicity, disability.

To ensure equal opportunities, we invite you to exclude personal information (e.g. pictures, age) from your applications. If you require any accommodation, please let us know for support during the hiring process. 

Join us in building the healthcare we all dream of!All information provided is processed by Doctolib for application management. For data processing details, click here: Germany l France l Italy l Netherlands. Please contact hr.dataprivacy(at)doctolib.com to exercise your rights.