Head of Operations – Administration

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

📋 Description

• Take ownership of the function that transitions B2B/Health learners from readiness to successfully passing exams.

• Organize and schedule Kenntnisprüfungen and other examinations in collaboration with authorities, exam partners, and learners.

• Manage course and examination logistics for the commencement of courses and exams.

• Develop a lean, dependable, and cost-effective operations function driven by KPIs and data analysis.

• Revamp processes to enhance automation and the utilization of AI agents.

• Direct the Exam Planning and Course & Exam Logistics teams through Team Leads in a dual-hierarchy structure.

• Establish KPI-driven goals and extract structural enhancements from data and forecasts.

• Oversee employee performance, including goal setting, feedback, development plans, and corrective actions.

• Assess and expand the exam partner network based on capacity, cost, and outcomes.

• Manage exam delivery costs and enhance cost efficiency.

• Identify operational risks and performance deficiencies, initiating corrective actions as necessary.

• Lead the Quality Management function within the initial year.

• Maintain the QM system, SOPs, and internal audits; prepare for and defend against external audits.

• Ensure compliance with AZAV and BA/SGB requirements, along with successful certification audits.

• Define and monitor KPIs utilizing dashboards, analyses, and forecasts.

• Collaborate with Course Delivery, Teaching, Sales/Account Management, Finance, authorities, exam partners, and BA.

⛳️ Requirements

• A degree in a relevant discipline (e.g., Business Administration, Operations Management, Healthcare Management).

• 3–5+ years of experience in operational leadership, preferably managing teams of 15+ (direct/indirect) through team leads in scaling service or operations environments.

• Knowledge of the industry related to exam planning and recognition of international nurses in Germany (Anerkennung, Kenntnisprüfung) is a significant advantage.

• Experience with AZAV / SGB III or quality management systems such as ISO 9001, or a strong willingness to develop it swiftly.

• Proven success in KPI-driven management of operations teams, utilizing metrics like SLA, throughput, backlog, and quality.

• Experience in process redesign and automation, with a proactive interest in AI tools and agentic workflows.

• Background in vendor/partner management and cost optimization.

• Experience in change management, including guiding teams through restructuring and new operational methodologies.

• Exceptional communication skills in German (C1) and English (C1).

• A builder's mindset; capability to simplify, automate, and challenge the status quo.

• Ability to remain calm and organized in time-sensitive situations.

• A focus on achieving outcomes rather than merely completing tasks.

🏝️ Benefits

• Flexible working hours.

• Option to work remotely or from the Berlin office.

• Complimentary language courses.

• Regular company and team events.

• Budgets allocated for team-building activities.

• An inclusive environment fostering a strong team spirit.

• A structured onboarding process.

• Opportunities for learning and development.

• Mental health programs.

• Corporate benefits and pension schemes.

• 30 vacation days annually.

• Free snacks and beverages available at the office.

• Modern hardware provided for work purposes (not applicable for freelancers).