Head of Technical Services (F/M/X).
Doctolib is facing a big challenge: Scaling! New products, new services, new countries, more users (...), we need support to ensure our growth and the Global Technical Services team is key.
Context and the team
This team is at the center of Doctolib’s ecosystem. More than 30 people are composing this team. They are daily working with Customers Services & Tech team (Software Engineers, Devops, Product Managers…). Its mission are:
• Deliver a best in class onboarding and support;
• Boost client satisfaction and product adoption;
• Fulfill the gap between tech and customers;
We launched a brand new organization and to ensure a smooth communication, an efficient work organisation and a long-term strategy, we are looking for our next Head of Technical Services in France.
You will be in charge of the :
• Help and coach leaders in their daily work
• Inspire & set the vision and quarterly objectives for the French based team (20 people)
• Influence Global Technical Services roadmap and priorities
• Build a plan, a vision and communicate it to the team and partners
• Recommend actions to improve team efficiency or mitigate identified risks
• Partnering with leaders (based in France) to anticipate needs, define and optimize processes
• Providing customers with a best in class technical onboarding and support experience
• Ensure smooth running of operations through a set of relevant KPIs
• Work closely with remote leaders from the Global Technical Services Team
Here an example of your main KPIs impacted:
• Time to Onboard new customers and associated quality score
• Time to implement and secure new API
• Support: time to solve cases end to end from clients’ point of view
You're our next Doctoliber if you have:
• A background in Engineering
• At least 5 experience in Management, whom Team Leader's management
• An experience within a scaling environment, ideally Tech and S...
- Type d'emploi
- Temps plein