Customer Care Project Manager (Based in Barcelona) at Docplanner

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Customer Experience, Process Improvement, Low-Code, No-Code, AI Implementation, LLMs, Prompt Engineering, Rapid Prototyping, Data Analysis, Stakeholder Management, Change Management, SaaS, CRM, Zendesk, Salesforce

Industry

technology;Information and Internet

Description

Company Description About Us At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Learn more about our products here: pro.doctoralia.es Why Join Us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. 💰 Pre-IPO & growing – We’re backed by leading VC funds including One Peak Partners, Goldman Sachs Asset Management, and Point Nine Capital, raising a total of approx. €400m to date. Now, we’re focused on profitability and IPO preparation. It’s an exciting time to join us. ✨ Shape the future, sustain growth – Make a difference now *and* build for long-term success. Job Description We are looking for an AI-Native Project Manager who loves to build. In this global individual contributor role, you will be the architect of our next-generation Customer Experience. You will sit at the intersection of Process, Product, and AI. Your goal is to deeply understand the customer journey, spot the friction, and use low-code/no-code tools to build AI solutions that drive efficiency and unlock new revenue. You won’t just write requirements for developers; you will prototype, build, and deploy automations yourself. Key Responsibilities 1. Customer Journey Intelligence Map the Terrain: Gain a granular understanding of the full customer lifecycle (Doctor/Clinics & Patient). Identify where processes are broken, slow, or frustrating. Data Detective: Use quantitative data and qualitative feedback to pinpoint exactly where AI can have the highest impact on key KPIs (Such as NPS and Churn.) 2. Hands-on AI Implementation (Build & Ship) No-Code Engineering: autonomously build and test workflows AI Integration: Leverage LLMs (GPT-4, Claude, etc.) to automate complex tasks—from sentiment analysis and ticket routing to automated upselling and proactive support. Rapid Prototyping: Move fast. Build a POC (Proof of Concept), test it with a local team, iterate, and scale it globally. 3. Efficiency & Revenue Growth Deflection & Optimization: Reduce manual ticket volume by deploying smart self-service solutions, freeing up our human agents for high-value interactions. Revenue Driver: Transform support interactions into revenue opportunities by using AI to identify upsell signals (e.g., a doctor needing a premium feature) and automating the outreach. 4. Global Project Leadership Stakeholder Management: Work seamlessly with local Heads of Customer Care (in Warsaw, Rome, Mexico City, etc.) and Product teams to ensure your solutions fit local market needs. Change Management: You are an evangelist for AI. You will help local teams understand, trust, and adopt the tools you build. Qualifications Experience: 4+ years in Project Management, Operations, or a Product-focused role within a tech/SaaS environment. The "Builder" Mindset (Non-Negotiable): You are a master of Low-Code/No-Code tools (Make, Zapier, n8n). You don't wait for engineering resources; you build the MVP yourself. AI Native: You are an early adopter. You use AI tools daily and understand the capabilities (and hallucinations) of current LLMs. You know how to prompt-engineer effectively. Analytical Rigor: You make decisions based on data. You are comfortable defining KPIs and tracking the ROI of your automations. Communication: Fluent English is a must. You can simplify complex technical logic for business stakeholders and discuss business strategy with technical teams. Location: You are based in Barcelona (this is a remote-first role, but proximity to our Barcelona hub is required). Nice to have: Basic knowledge of Python or SQL (to tweak scripts or query data). Experience with CRM/Support platforms like Zendesk, Salesforce, or Intercom. Experience working in a global, matrixed organization. Additional Information What to Expect from Our Hiring Process We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Acquisition Partner to explore mutual fit around relevant skills, value alignment, and motivation. 2️⃣ Hiring Manager Interview – A deeper dive into your experience and aspirations with your future manager, who you’ll be reporting to in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too. 3️⃣ Case Study: a practical exercise to present to the Hiring Managers. 4️⃣ Second Hiring Manager Interview Reference Check and Offer! Why You’ll Love It Here 💙 Global Benefits – No matter where you are, you’ll have access to: Healthcare insurance – so you can focus on what matters. Wellness that works for you – from gym memberships to mental health support, we’ve got you covered. Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance. 📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave. 🚀 Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects. 🌎 A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment. ⏳ Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna. Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role. What We Believe In At Docplanner, our values guide everything we do: 📊 Focus on results – we're here to make an impact. 🧠 Think like an owner – take responsibility, drive outcomes. ✂️ Keep it simple, keep it lean – smart solutions over complexity. 🔊 Be respectful and radically honest – openness builds trust. 📚 Learn and be curious – growth is part of the job. Don’t just take our word for it—check out our Glassdoor to hear what our people say! _________________________________________________________________________ We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.

Responsibilities

The Project Manager will deeply understand the customer journey to identify friction points and autonomously build, prototype, and deploy AI solutions using low-code/no-code tools to drive efficiency and unlock new revenue streams. Key tasks involve mapping customer intelligence, integrating LLMs for automation, and leading global project adoption.