Director of Operations, Deputy Managing Director

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take ownership of the conversion funnel, transforming interested patients into paying customers.

• Recruit, manage, and mentor the Patient Success team while establishing targets, incentive programs, and quality assurance measures.

• Oversee Customer Support for patients, medical practices, and Krankenkassen, managing channels, SLAs, CSAT, and tools.

• Revamp the prescription retrieval process to minimize time-to-activation.

• Spearhead AI Ops projects and automation efforts.

• Manage operational tools, including CRM, telephony, and workforce planning systems.

• Collaborate with Growth Marketing to enhance lead quality and share patient insights with the Product team.

• Report directly to the Managing Director of Germany.

⛳️ Requirements

• A minimum of 5 years of experience in operations, strategy, or consulting, with direct accountability in D2C or customer operations.

• Proven success in enhancing funnel conversion rates.

• Demonstrated experience in leading and expanding customer- or patient-facing teams, including setting targets and incentive structures.

• Experience in establishing processes and teams from the ground up within a rapidly growing environment.

• Data-oriented; proficient in using dashboards.

• Fluent in both German and English.

• At least Level 1 proficiency in AI, utilizing AI tools daily to enhance personal productivity.

• Familiarity with SQL/Looker is advantageous.

• Experience in strategy consulting and exposure to AI/automation within customer operations are beneficial.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• A dynamic and supportive work environment.

• Comprehensive health and wellness benefits.