Head of Automation & Efficiency - Sales & Customer Operations (x/f/m)

The team you’ll be joining

At Doctolib, the France Sales and Customer Operations team is responsible for driving the efficiency and effectiveness of all our client-facing teams (Sales, Account Managers, Customer Support), while maintaining a top level of motivation, drive and passion. The Sales and Customer Ops team is composed of 20+ highly motivated people in charge of the organisation, strategy, data, process, automation and coaching of our 700+ Sales, Account Managers and Customer Support agents.

What you’ll do

As the Head of Automation & Efficiency, you will report directly to the Sales and Customer Operations Director France and will lead the Automation & Efficiency team (team of 4 full-time employees including you).

You will work closely with Tech & Product, IT, Sales, Account Managers, Customer Support, Legal, Security and Data teams as well as top FR leadership.

Your team's mission is to unlock operational leverage at scale: turning business needs into automated, scalable solutions that improve the performance and efficiency of all our customer-facing teams.This is a rare opportunity to drive transformation where tech meets business, with direct impact on Doctolib's growth.

Your responsibilities include but are not limited to:

Level-up current processes and drive continuous improvement through automation:

Centralize Sales and Customer Operations needs and have a clear framework of what can be done autonomously vs what must be done by Tech & Product teams.

Work with Product Management, Tech, Security and IT to design and deploy automation flows in line with our security standards: workflow tools, internal bots, system-to-system integrations, generative / assistive AI.

Track the impact of automations with clear metrics.

Be the voice of business operations in product decisions:

Frame business needs through a deep understanding of Sales, Account managers and Customer Support use cases.

Contribute in defining and prioritizing the roadmap of Operations tools with Product Managers (CRM, internal tooling, quality tools, back-office, bots, etc.).

Co-build functional specifications and success criteria with Product teams.

Represent Sales and Customer Operations teams in product governance (committees, prioritization, solution design).

Own and optimize our tools ecosystem:

Constantly challenge status quo on tools & process to improve them.

Business owner with tooling providers on the FR scope (RFP, licence management…).

Define standards for tools usage and drive adoption within teams.

Team leadership & cross-functional collaboration:

Lead, mentor and develop a team of 3.

Partner closely with the Sales and Customer Ops team to prioritize initiatives.

Evangelize a culture of operational efficiency: promote best practices, train teams on new tools, share impact and success stories.

Align vision with other countries (Germany, Italy, Netherlands).

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 team mate if you:

Are fluent in English and French to thrive in our international environment.

Bring 10+ years combining tech, product and operations expertise - for example as a Product Manager on internal products, a Sales/Rev/Customer Ops leader with deep systems focus, or a technical profile (engineer, developer) who moved into product or operations roles.

Have a proven track record on implementing automations (workflows, RPA, bots, AI, tooling integrations) in a high-growth environment (ideally SaaS B2B or B2C) with sizable sales or customer-facing teams. You know how to scale processes and tools when volumes grow.

Excel at stakeholder and project management: You are able to manage and prioritize multiple strategic projects with various stakeholders. You understand business needs deeply, build consensus and still move fast. You challenge the status quo and defend your ideas in front of C-level.

Are hands-on and pragmatic: You’re willing to deep-dive into a workflow or CRM configuration when needed while maintaining a strategic view. You can work alongside technical profiles and hold your ground on tooling choices.

Are able and willing to manage a small team, with a diversity of backgrounds and seniority levels.

Now, it would be fantastic if:

You have experience with CRM systems (ex.: Salesforce), project management software (ex.: Jira), AI and automation tooling (ex.: n8n, Mindflow, Zapier), support and CTI tools (ex.: Diabolocom, Joulica, Zendesk)

Have a strong interest in AI technologies and their operational applications.