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

The internship will focus on two missions:

Project management:

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

• 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
• Define performance monitoring KPIs
• Implement new internal tools or improve existing ones

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 analyzes with the Customer Care Performance  team

Who you are

If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply!

You could be our next team mate if: 

• You are a fresh graduate in Economics, Management, Management Engineering or a related field
• You have an analytical mindset and can structure projects
• You have strong communication skills, both written and orally
• You are fluent in Italian and in English
• You master Excel/Google Sheets 

Now, it would be fantastic if you:

• You can find solutions and know how to explain them simply
• You know how to use Salesforce, Tableau or SQL 
• You speak German or French 

What we offer

• A dedicated onboarding program - the Doctolib Academy
• A mental health and wellbeing offer in partnership with moka.care
• Lunch vouchers (Buoni Pasto)
• Continuous training programs on all key competencies (English, soft skills, expertise)
• High-quality office spaces supporting collaboration, health and wellbeing
• Team building & Company events 
• Reimbursement of public transportation 

The Interview Process 

• Recruiter interview online 
• Hiring Manager interview online
• Final Interview (Case study)
• Offer

Job details: 

• Hybrid position based in Milan
• Paid Internship - 6 months / Full time
• Starting date: January 2024

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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