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Doctolib is seeking a Product Support Manager to lead a multi-level support organization in the healthcare technology space. You will manage 3 Team Leaders and their advisor teams, driving practitioner satisfaction and engagement across product integration, onboarding, and complex escalation resolution.
Key Responsibilities:
- Drive NPS performance on the Tech PRM scope by strengthening practitioner engagement, usage, trust, and perceived value
- Pilot team performance and ensure KPI targets are met (Gold Rate, Quality Score, CSAT, SLA) through concrete action plans
- Structure and develop 3 Team Leaders, enhancing their ability to manage, develop, and drive performance in their advisor teams
- Reduce internal escalations and streamline support organization to minimize cross-team friction
- Collaborate with Account Management, Tech/Dev, and BPO partners on high-impact practitioner experience initiatives
- Lead AI transformation of support by driving adoption of new tools and processes within the team
You will report to Jean-Philippe Chevrie, Product Support Senior Team Manager, and work in a context of major organizational transformation driven by AI and evolving support models.
Requirements:
- Proven experience managing multi-level teams (management of managers or Team Leaders)
- Strong track record piloting performance indicators (Gold Rate, QS, CSAT, SLA) and implementing concrete action plans
- Solid background in customer support, service delivery, or operations, ideally in high-volume environments
- Agility in adopting new tools and processes, particularly AI-related
- Fluent French and professional English
Nice-to-Have:
- Experience in Tech, SaaS, or digital health environments
- Experience managing external partners or BPO providers
- Participation in organizational transformation or support team structuring
