About this role
You are a leader and an operational builder. You are able to build a team that can continuously develop and improve to a higher level. You create structure and build a scalable operation. This is a role with a high degree of ownership, interesting challenges and direct impact on the customer experience as well as growth of Wellis. If this challenge excites you, the this role is for you! About Wellis Wellis is a fast-growing healthtech scale-up reinventing one of the most traditional sectors: the pharmacy. What started just three ago has now grown into a profitable international company with tens of thousands of customers — and we are only getting started. By combining medical expertise with technology and data, we make healthcare smarter, more efficient, and more personalized. At Wellis, you will join an ambitious team that acts fast, breaks conventions, and builds with impact. We create a space where talent feels at home: short communication lines, high ownership, and the energy of a scale-up. The market potential is huge — and this is your chance to help build a global player from the ground up. About the Role As the Manager Medical Customer Service, you will lead the team that forms the heart of our customer experience, together with our Managers (Morsel & Maarten). This team (consisting of pharmacy technicians, nurses, and others) handles intakes, prepares medical files and supports customers throughout their treatment to achieve their health goals. Your role is twofold: you are a people manager and a process improver. While our medical experts ensure content quality, you ensure operational structure. You build an efficient machine in which customer satisfaction and medical thoroughness go hand in hand. Your Responsibilities Leadership & Coaching: You manage the Medical Operations team. You conduct 1-on-1 meetings, team meetings, and are responsible for hiring, development, and (if necessary) offboarding. You drive KPIs (such as productivity and customer satisfaction) and ensure standard operational procedures across the board. Process Optimization: You analyze and improve the current intake process and customer journey. Where can things be made more efficient? You ensure files pass through the process right the first time ("first time right"). Innovation: You contribute ideas regarding digitalization and the deployment of chat/check-in calls and other features to enhance customer treatment outcomes. A Week in the Life Monday: Stand-up with your team, check last week's customer feedback, and launch an improvement initiative. Tuesday: Collaborate with Tech on a new chatbot feature and train your team on a new workflow. Wednesday: Analyze KPIs and share insights with the COO. Thursday: Hold 1-on-1s with your team members and coach them on tone-of-voice and service skills. Friday: Brainstorm with the Management Team on scalability and celebrate wins with your team at the Friday afternoon drinks.