Head of Operations

Sword; Deutschland; On-site; EUR 105,000 - 165,000; Full time

Job summary

Sword Health in Germany is seeking a Head of Operations to own the engine turning interested patients into active customers. You’ll lead the Patient Success team and Customer Support, accountable for lead conversion, speed from sign-up to start, and service quality.

You’ll partner with Growth Marketing on the full D2C funnel and build scalable processes, tooling and an operating model—combining people, automation and AI—reporting to the Managing Director Germany.

Qualifications

• 5+ years in operations, strategy or consulting with hands-on D2C/customer ops experience.
• Measurable improvement in funnel conversion rates.
• Experience leading patient-facing teams with targets and incentives.
• Data-driven, comfortable with dashboards (SQL/Looker a plus).
• Fluent German and English; AI/automation in ops is a plus.

Responsibilities

• Own the conversion funnel from interested patients to paying customers.
• Hire, lead and coach the Patient Success team; design targets and incentives.
• Own Customer Support for patients and doctors’ practices; manage channels and SLAs.
• Redesign prescription retrieval to cut time-to-activation.
• Lead AI Ops initiatives and tooling; partner with Growth on lead quality.

Skills

5+ years experience in operations

D2C / customer operations

Fluent German & English

Data-driven dashboards

Leadership of patient-facing teams

Job description

At Sword, we're building AI to heal billions and unlock humanity's full potential. In doing so, we're pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity
• Builder (Level 2) — Creates workflows and tools that elevate the whole team
• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

Role

As Head of Operations you own the engine that turns interested patients into active customers. You lead our Patient Success team and Customer Support and are accountable for lead conversion, speed from sign-up to start and service quality.

You’ll work hand in hand with Growth Marketing on the full D2C funnel and build processes, tooling and a scalable operating model – combining people, automation and AI – from the ground up. You report to the Managing Director Germany.

What you’ll be doing

• 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 (practice communication, status visibility) to cut time-to-activation
• Lead the AI Ops initiatives and automationOwn ops tooling (CRM, telephony, workforce planning) and automation
• Partner with Growth on lead quality and feed patient insights to Product

What you need to have

• 5+ years in operations, strategy or consulting, incl. hands‑on responsibility for D2C / customer operations – healthcare experience is a plus, not a must
• Measurable track record of improving funnel conversion rates
• Experience leading and scaling customer‑or patient‑facing teams (e.g., patient success, inside sales, customer support), incl. targets and incentive schemes
• Built processes and teams from scratch in a fast‑growing environment
• Data‑driven; comfortable with dashboards (SQL/Looker a plus)
• Fluent German and English
• Nice to have: Strategy consulting experience (McKinsey, BCG, Bain), experience with AI/automation in customer operations

The range below reflects base, variable, and equity for this role.

This is a starting point, not a ceiling — once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact.

Job titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed. Sword also offers additional benefits beyond total compensation.

Total Compensation Range

€105.000—€165.000 EUR

Country-specific benefits may vary and will be detailed separately.

Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.