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Product Expert Team Lead

hace 3 semanas

Ciudad de México Doctoralia Mexico A tiempo completo

**Company Description** Who We are**

With a global mission to **“make the healthcare experience more human”**, Docplanner Group is the world's **biggest** healthcare platform, serving patients and the healthcare ecosystems **across 13 countries** in Europe and LATAM.

We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost **2 million healthcare professionals**, serves over 260,000 customers globally and operates in 13 countries in Europe and LATAM.

Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen.

If you want to learn more about our culture and work environment, we invite you to consult the real opinions we have on **Glassdoor**.

Your mission is to visually articulate and enhance the brand identity through creative and impactful design solutions. You will play a crucial role in shaping the visual elements across various platforms, ensuring a consistent and engaging brand presence. Your creative expertise will contribute to elevating Doctoralia's visual identity, making it resonate with our Doctors and specialists.

As the **Team Leader** for our Mexico-based Product Expert team, you will inspire, coach, and empower a high-performing group of 4 Product Experts, playing a crucial role in **driving product enablement and adoption in the Mexican market.** You will work closely with global Product Expert leadership and collaborate with the local Head of Customer Success, ensuring alignment with both global strategy and local needs. This is a fantastic opportunity to make a significant impact within a multicultural, customer-focused environment.

**Who are Product Experts?**

Product Experts are a multicultural team of currently 29 people working side by side with the Global Product Teams at Docplanner Tech and with local Operations across the globe. We come from Italy, Spain, Poland, Germany, Mexico and Brazil As Product Experts we are passionate about our product. We work to facilitate the understanding of product communications by local Operations and to transfer our knowledge and passion within our company but that’s just the tip of the iceberg

**Why should you join the Product Experts Operation?**

If you’re a curious person, you love technology, you’re always open to change and ready to take risks getting your hands dirty and giving space to creativity, you’re one of us Given the exceptional nature of our work, we build and smooth the edges of our role day after day: we are like chameleons You go to bed knowing that you’re contributing to making the world a better place, we work with fierce passion, absorbing inspiration and radiating ideas. We love what we do, together: working as a Product Expert at Docplanner is fun and special :)

**Responsibilities**
- Lead, mentor, and develop a team of 4 Product Experts, fostering a culture of collaboration, accountability, and continuous improvement.
- Ensure the team delivers outstanding product expertise and support for the Mexican GTM teams and not only, meeting established KPIs and service levels.
- Serve as the main liaison between regional operations and the Global Product Expert team, ensuring alignment with global processes, priorities, and knowledge-sharing initiatives.
- Support the local Head of Customer Success by coordinating key activities with customer-facing teams to address product-related queries and escalate issues as needed.
- Analyze key performance metrics and proactively identify opportunities to optimize the team processes, enhance customer satisfaction through product knowledge and product adoption strategies in collaboration with local stakeholders.
- Lead regular team meetings, performance reviews, and training sessions for ongoing professional growth.
- Make sure proactive feedback is provided to product development teams based on market trends and customer feedback from Mexico.
- Act as a trusted advisor for the Mexican Country Manager and the Head of Customer Success to develop and implement business decisions around the product.
- Champion a multicultural work environment—promoting inclusion, knowledge exchange, and international best practices.

**Qualifications**
- Proven experience (2+ years) in a team lead, supervisor, or manager role—ideally within Product, Customer Support, or Technical Support.
- Deep understanding of the Mexican market and customer expectations.
- Experience working within a matrix organization or global team is highly desirable.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities; adept at using performance data to drive results.
- Fluent in Spanish and English (ora