Stage - Operations Analyst (x/f/m)

Doctolib is looking for an Operations Analyst Intern for Italy. You will be in charge of supporting the Customer Care Performance team through performance analysis & transformation projects, making sure Doctolib delivers the best customer service in Europe in a context of high-growth.
The internship will focus on two missions:

Analysis and support to Operations teams

Assess team performance and identify improvements and solutions:

• Support teams and Managers by answering their process & tool questions and finding solutions to everyday problems
• Team performance monitoring (dashboarding and associated action plan)
• Participate in ad hoc analyses with the Customer Care Performance team

Process optimization

Support in optimization projects aimed at improving the Customer Care experience, such as:

• Mapping and review of existing process and procedures
• Creation of new support teams and their process for new product lines 
• Set up new protocols and/or improve existing ones for specific customer segments
• Implement new internal tools or improve existing ones

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 teammate if: 

• You are a fresh graduate in Management Engineering, Management, Economics or a related field, or you are currently enrolled in your BSc/MSc degree
• You have an analytical mindset and can structure projects
• You have strong communication skills, written and oral in both Italian and English
• You master Excel/Google Sheets; proficiency in SQL, Salesforce or Tableau are a plus
• You can find solutions and know how to explain them simply
• You put attention to details

What we offer

• Internship based in Milan Centrale
• Hybrid position (at least 3 days / week in the office) 
• Monthly allowance
• Full reimbursement public transportation (ATM Milano) 
• Lunch vouchers 
• Starting date: January 2025 (6 months duration)
• A sport partnership with Fitprime
• A mental health and wellbeing offer in partnership with moka.care
• A dedicated onboarding program - the Doctolib Academy
• Continuous training programs on all key competencies (English, soft skills, expertise)
• High-quality office spaces supporting collaboration, health and wellbeing
• Team building & company events 

Hiring Process 

• Recruiter interview (online) 
• Hiring Manager (online) 
• Case Study (offline)
• Final Interview (in person in the office) 

At Doctolib, we believe in improving access to healthcare for everyone - regardless of where you come from, what you look like. This translates into our recruitment process: Doctolib is an equal opportunity employer. We don't just accept diversity at Doctolib, we respect and celebrate it!

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, or place of origin. If you have a disability, let us know if there's any way we can make the interview process smoother for you! 

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At Doctolib, we believe in improving access to healthcare for everyone - regardless of where you come from, what you look like. This translates into our recruitment process: Doctolib is an equal opportunity employer. We don't just accept diversity at Doctolib, we respect and celebrate it!

The more diverse ideas are heard, the more our product will truly improve healthcare for all. You are welcome to apply to Doctolib or refer someone you know, regardless of your and their gender, religion, age, sexual orientation, ethnicity, disability, or place of origin. If you have a disability, let us know if there's any way we can make the interview process smoother for you!