Senior Customer Care Operations Specialist
Core
Define and maintain process and quality standards for customer service execution across the Core marketplace business, ensuring cross-market consistency and driving operational improvements.
Role type
Senior Customer Care Operations Specialist (Process & Quality)
Builds
Customer service operating cadence, quality validation frameworks, and cross-market process standards for a global healthcare platform.
Domain
Healthcare / Customer Operations / Process Management
Deliverable
dashboards & analysis
Required skills
Process design and documentation, Quality validation and governance, Stakeholder management (dotted-line), Data analysis, Project management, Multi-market operations, Cost optimization
Preferred skills
Marketplace or consumer business experience, Additional European language (ES, PL, IT, PT, CZ, DE)
Technologies
None explicitly stated
Responsibilities
Define and maintain process and quality standards for CS execution across the Core marketplace business; Run the operating cadence (reviews, escalation management, performance check-ins) with Core local ops leaders; Own quality validation for Core and escalate gaps; Identify and close process gaps proactively; Partner with data teams to translate QA findings into operating changes; Drive email and phone channel deprecation initiatives; Measure and improve cost per ticket.
Seniority
Senior, hands-on IC
