Patient experience manager

About Tailor Doc Every week, people fly to Spain to take a step they’ve postponed for years — to finally walk again without pain, regain mobility, and recover a sense of independence.Tailor Doc makes that possible.We help patients — mostly from the UK today, and increasingly from other countries — access world-class orthopaedic treatment in Spain, combining top medical care with a deeply human experience.We plan everything: the hospital, the surgeon, the rehab centre, the transfers, the follow-up — and we do it with the same care we’d want for our own family.Tailor Doc is profitable, growing every month, and entering a new stage: building the systems, tools and standards that will allow us to grow without losing what makes us special — our humanity.Your mission To make sure every patient who comes to Spain feels cared for, safe and supported — and to help us build the structure behind that feeling.You’ll coordinate every part of the journey — airport, hospital, rehab, return home — while also shaping how we work: our methods, tools, checklists, guides and patient materials. It’s a hands-on role with strategic depth: you’ll be close to the people, but also helping design the processes that make excellence repeatable.■ Functions:Coordinate the full patient journey from arrival to recovery. Be the main point of trust for patients and families, guiding and reassuring them. Liaise with hospitals, surgeons, physiotherapists and partners to keep every step aligned. Ensure all patient information, logistics and updates are accurately reflected in our systems. Design, refine and maintain operational standards — from daily workflows to welcome materials. Collaborate with the founder to define the methodology, tools and language that shape the Tailor Doc Experience. Work with the tech and creative teams to turn insights into scalable, digital and physical materials. Measure satisfaction, collect feedback and drive continuous improvement.■ Requirements:Experience in healthcare coordination, hospitality, patient experience or private medical operations. Education in healthcare management, hospitality or business administration. Empathy, structure and emotional intelligence in equal measure. Fluency in digital tools (Google, Pipedrive, AI solutions, Microsoft Office, etc…). The ability to see patterns, simplify complexity and document clearly. Creativity and discipline to design and improve materials (welcome packs, guides, templates). Native Spanish and fluent or native-level English.If you’re someone who finds satisfaction in making care visible, structured and scalable — you’ll thrive here.■ We offer:A meaningful, profitable and fast-growing project improving lives every week. A role that starts operational and naturally grows into a strategic position of influence. Freedom to propose, create and improve — in process, communication and materials. A collaborative, international, and genuinely human environment. A full-time position in Valencia, with flexibility and autonomy. The privilege of seeing tangible impact — patients walking, smiling, living again.■ You’ll know you’re succeeding when…Patients mention you by name with gratitude. Every stage runs smoothly — not by luck, but by your method. Our guides, packs and processes reflect your thinking. The team feels supported, and the experience feels effortless. Tailor Doc keeps growing — and still feels personal.This is not a job for someone who wants routine.It’s for someone who finds meaning in creating order out of care, and beauty out of structure.If that sounds like you — let’s talk us