[Hiring] Head of Operations @Sword

Role Description

As Head of Operations you own the engine that turns interested patients into active customers. You lead our Patient Success team and Customer Support and are accountable for lead conversion, speed from sign-up to start and service quality. You'll work hand in hand with Growth Marketing on the full D2C funnel and build processes, tooling and a scalable operating model – combining people, automation and AI – from the ground up. You report to the Managing Director Germany.

• Own the conversion funnel from interested patients to paying customers.
• Hire, lead and coach the Patient Success team; design targets, incentive schemes and quality assurance.
• Own Customer Support for patients, doctors' practices and Krankenkassen: channels, SLAs, CSAT, tooling.
• Redesign the prescription retrieval process (practice communication, status visibility) to cut time-to-activation.
• Lead the AI Ops initiatives and automation.
• Own ops tooling (CRM, telephony, workforce planning) and automation.
• Partner with Growth on lead quality and feed patient insights to Product.

Qualifications

• 5+ years in operations, strategy or consulting, incl. hands-on responsibility for D2C / customer operations – healthcare experience is a plus, not a must.
• Measurable track record of improving funnel conversion rates.
• Experience leading and scaling customer- or patient-facing teams (e.g., patient success, inside sales, customer support), incl. targets and incentive schemes.
• Built processes and teams from scratch in a fast-growing environment.
• Data-driven; comfortable with dashboards (SQL/Looker a plus).
• Fluent in German and English.

Requirements

• Nice to have: Strategy consulting experience (McKinsey, BCG, Bain), experience with AI/automation in customer operations.

Benefits

• Total Compensation Range: €105.000 — €165.000 EUR.
• Country-specific benefits may vary and will be detailed separately.