Director of Ops & Deputy Managing Director Germany

About the role

The Director of Ops & Deputy Managing Director Germany will lead the Patient Success and Customer Support teams to drive lead conversion, speed to activation, and service quality. This role involves building scalable operating models by combining people, automation, and AI to manage the full D2C funnel. You will report to the Managing Director Germany and work closely with Growth Marketing to optimize patient journeys.

Responsibilities

• Own the conversion funnel from interested patients to paying customers.
• Hire, lead, and coach the Patient Success team, including designing targets and incentive schemes.
• Manage Customer Support operations for patients, doctors, and insurance providers.
• Redesign the prescription retrieval process to reduce time-to-activation.
• Lead AI operations initiatives and automation projects.
• Manage operational tooling including CRM, telephony, and workforce planning.
• Partner with Growth teams to improve lead quality and provide patient insights to Product.

Required skills

• Operations
• Strategy
• Consulting
• D2C operations
• Customer operations
• Team leadership
• Process design
• Data-driven
• German
• English

Nice to have

• Healthcare experience
• SQL
• Looker
• Strategy consulting
• AI automation

Qualifications

• 5+ years in operations, strategy or consulting

About the Company

Sword Health is a clinical-centric frontier AI lab and applied AI platform reimagining healthcare delivery at scale. The company provides a fully AI-native, 24/7 care program covering physical therapy, women's health, cardiometabolic, and mental health.