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; establish targets, incentive programs, and quality assurance measures.

• Oversee Customer Support operations for patients, medical practices, and Krankenkassen, including management of channels, SLAs, CSAT, and tools.

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

• Drive initiatives in AI operations and automation.

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

• 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

• Minimum of 5 years experience in operations, strategy, or consulting, with direct responsibility for D2C/customer operations.

• Proven track record in enhancing funnel conversion rates.

• Experience in leading and expanding customer- or patient-facing teams, including the implementation of targets and incentive programs.

• Demonstrated ability to build processes and teams from the ground up in a rapidly growing environment.

• Strong data-driven approach; adept at utilizing dashboards.

• Proficiency in both German and English.

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

• Experience with SQL/Looker is advantageous.

• Background in strategy consulting and familiarity with AI/automation in customer operations is desirable.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Dynamic and innovative work environment.

• Access to cutting-edge technology and tools.

• Supportive team culture focused on collaboration and success.