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Head of Automation & Efficiency - Sales & Customer Operations
Full-time
About Doctolib
Doctolib is a leading healthcare SaaS platform in Europe. The France Sales and Customer Operations team drives the efficiency and effectiveness of all client-facing teams (Sales, Account Managers, Customer Support), composed of 700+ agents.
The Role
As the Head of Automation & Efficiency, you will report directly to the Sales and Customer Operations Director and lead the Automation & Efficiency team (team of 4 FTEs). 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 customer-facing teams.
Responsibilities
Centralize Sales and Customer Operations needs and design/deploy automation flows including workflow tools, internal bots, system-to-system integrations, and generative/assistive AI
Track the impact of automations with clear metrics
Frame business needs through deep understanding of Sales, Account Managers, and Customer Support use cases
Co-build functional specifications and success criteria with Product teams
Own and optimize the tools ecosystem — challenge status quo, manage tooling providers, define standards and drive adoption
Lead, mentor and develop a team of 3; evangelize a culture of operational efficiency
Requirements
Fluent in English and French
10+ years combining tech, product, and operations expertise
Proven track record implementing automations (workflows, RPA, bots, AI, tooling integrations) in a high-growth environment
Experience with CRM systems (Salesforce), AI and automation tooling (n8n, Mindflow, Zapier), support and CTI tools (Zendesk, Diabolocom)
