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 and service quality. This role involves building scalable operating models using 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 the patient journey.

Responsibilities

• Own the conversion funnel from interested patients to paying customer
• 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 to cut time-to-activation
• Lead the AI Ops initiatives and automation
• Own ops tooling and automation
• Partner with Growth on lead quality and feed patient insights to Product

Required skills

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

Nice to have

• Healthcare
• SQL
• Looker
• Strategy consulting
• AI
• Automation

About the Company

Sword 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.