обновлено 25 дней назад
Patient Care Regional Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Patient Care Regional Manager (Customer Support Operations): Leading patient care teams across assigned European markets, owning performance, service quality, and daily operations with an accent on people development, KPI management, and consistent service delivery. Focus on analyzing operational data, designing quality review programs, managing escalations, and coordinating regional execution with country and global stakeholders.
Location: Warsaw, Poland
Company
is a global healthcare platform connecting patients with doctors through marketplaces, SaaS products, and AI tools across 13 countries.
What you will do
- Manage Patient Care teams across multiple European markets, including performance reviews, 1:1s, development conversations, hiring, and internal mobility.
- Plan regional staffing, manage availability and absence, and maintain operational team sizing.
- Own regional KPIs including response SLA, first-contact resolution, CSAT, and quality scores.
- Run calibration, moderation, rubric-definition, and feedback programs to improve service quality.
- Analyze dashboards and reports, convert performance trends into actions, and manage escalations for complex patient cases.
- Coordinate with Country Managers, Product/PATS, and global stakeholders on priorities, tooling rollouts, workflow automation, reporting, and policy changes.
Requirements
- 5+ years of experience in customer support, patient experience, or service operations, including at least 2 years of people management.
- Experience managing teams across multiple European countries.
- Strong people-management, feedback, coaching, and decision-making skills.
- Data-driven approach with experience using dashboards and operational reports.
- Experience running quality review or moderation programs, including calibration, rubric design, and scoring.
- Fluent English is mandatory; candidates must already have the legal right to work in their country of residence or Poland.
Nice to have
- Healthtech, marketplace, or two-sided platform experience.
- Experience with AI-assisted support tools, automation workflows, Intercom, Zendesk, or equivalent platforms.
- SQL knowledge and experience onboarding or consolidating teams.
- Spanish, Italian, Polish, or German language skills.
Culture & Benefits
- Healthcare insurance, wellness benefits, gym memberships, and mental health support.
- Vacation, birthday leave, and flexible time off supporting work-life balance.
- Local benefits may include meal vouchers, transport allowances, and extended parental leave.
- Career development opportunities through learning, internal growth, and cross-functional projects.
- Global, diverse, and inclusive environment with flexible hours and remote-work options depending on the role and team.
- Office hubs are available in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna.
Hiring process
- Introductory conversation with a Talent Partner.
- Hiring Manager interview followed by a take-home business case and collaborative discussion.
- Optional final interview, references, and offer.
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