Head of Operations (all genders)

getolo; Berlin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Vacation days 28–30

Office in Berlin-Mitte

EU work abroad up to 60 days

Nilo.health coaching

Zusammenfassung

getolo GmbH is seeking a Head of Operations in Berlin to lead the Customer Support and Claims teams, currently 60-70 people, across the German market and collaborate with international teams.

You will own end-to-end operations, KPI performance, and customer experience, driving scalable processes, talent development, and cross-functional alignment with Strategic Operations and Finance.

Qualifikationen

• Degree or equivalent professional experience in operations.
• 7+ years of experience in operations leadership.
• Experience in insurance or a regulated environment (preferred).
• Proven ability to lead large teams (50+).
• Fluent in English and German.

Aufgaben

• Lead Customer Support and Claims for the German market and coordinate with international teams.
• Own operational KPIs (CSAT, service levels, response times, claims turnaround).
• Drive continuous improvement and standard operating procedures across all teams.
• Develop leaders, foster a high-performance, customer-centric culture.
• Collaborate with Finance, Legal, and external partners on operational topics.

Kenntnisse

Leadership & people management

Operational excellence

Customer experience optimization

Stakeholder management

Data-driven performance management

Communication skills

Ausbildung

Bachelor's or Master's degree

Jobbeschreibung

Support us in designing the insurance experience of the future. As Head of Operations, you will be responsible for leading and developing our Customer Support and Claims organization, managing a team of approximately 60-70 employees (growing) across multiple operational functions. This role owns the end-to-end execution, performance, and customer experience of Operations in the German market, while collaborating closely with international teams. You will ensure that operations run efficiently, deliver excellent customer outcomes, and scale sustainably with the business. The position combines strong people leadership, operational excellence, and performance management, with selective involvement in strategic initiatives. You will work in close partnership with the Head of Strategic Operations, who supports with data, automation, tooling, and structural improvements, while you focus on execution, team performance, and delivery.

Key Responsibilities

Operational Leadership & Team Management

• Lead, develop, and inspire a team of currently :60-70 employees across Claims and Customer Support
• Manage and coach direct reports
• Drive a strong performance culture with clear expectations, accountability, and continuous feedback
• Ensure appropriate capacity, workforce planning, and organizational structure to meet business needs

Operational Performance & Customer Experience

• Own operational KPIs including CSAT, service levels, response times, and claims turnaround times
• Ensure high-quality, consistent customer experience across all operational touch-points
• Balance customer experience with efficiency and scalability
• Identify performance gaps and implement corrective actions in a timely and structured manner

Execution Excellence & Continuous Improvement

• Ensure smooth day-to-day operations across Claims and Customer Support
• Identify process inefficiencies and drive incremental improvements together with Strategic Operations
• Implement operational changes and ensure consistent execution across teams
• Establish best practices, standard operating procedures, and quality standards

People Development & Culture

• Foster a high-performing, customer-centric, and accountable Operations culture
• Develop team leads and build strong leadership capabilities within the organization
• Ensure continuous training, coaching, and up-skilling of operational teams
• Promote employee engagement, retention, and development

Cross-Functional Collaboration

• Work closely with the Head of Strategic Operations on process improvements, automation initiatives, and KPI frameworks
• Partner with Finance, Legal, and external partners (e.g. risk carrier) on operational topics

External & Partner Management

• Own the operational relationship with key external stakeholders, including the risk carrier and relevant service providers
• Ensure alignment on operational processes, quality standards, and performance expectations
• Represent Operations in external discussions and governance structures where required

International Coordination

• Act as the operational lead for the German market while aligning with international teams (e.g. Spain, France)
• Share best practices and support scaling of operational processes across markets
• Ensure consistency while allowing for local adaptation where necessary

Change & Transformation

• Drive and implement operational changes in close collaboration with Strategic Operations
• Ensure adoption of new processes, tools, and workflows within teams
• Lead teams through periods of growth, transformation, and increasing complexity

Requirements

Education

• Bachelor's or Master's degree or equivalent professional experience

Experience

• 7+ years of experience in operations leadership, ideally within insurance or a comparable regulated environment
• Proven track record of managing large operational teams (50+ employees)
• Strong experience in Claims and/or Customer Support operations
• Demonstrated ability to drive operational performance and improve customer experience at scale

Skills

• Strong leadership and people management capabilities
• High operational excellence mindset with a focus on execution and results
• Excellent communication and stakeholder management abilities
• Ability to manage complexity and prioritise effectively in a fast-paced environment
• Structured and data-informed approach to performance management (deep technical expertise not required)
• Strong customer-centric mindset paired with a pragmatic approach to efficiency and scaling

Languages

• Full professional fluency (written and spoken) in English and German

Benefits

Why getolo?

Salary & Vacation

• Attractive fixed salary
• Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st

Mobility & Flexibility

• Choose between a free Swapfiets bike, a BVG ticket ("Umweltticket") or a "Deutschlandticket" subsidized by us
• Work hybrid - from your home office or in our office in Berlin-Mitte
• Work abroad in the EU for up to 60 days

Health

• Benefit from free coaching sessions with nilo.health, our mental health tool
• Test our products yourself! Choose between dentolo, petolo or vitolo

Berlin Based, International Mindset

• We communicate, collaborate, and celebrate in English to ensure everyone is included
• Our diverse team spans from 43 different countries

Development

• Learning Budget starting from 750 € per year
• Regular (360 degree) feedback

Values

• Our values are not buzzwords, but actions that are a part of our individual and collective DNA:
• #fast: We simplify, move with urgency, and focus on outcomes
• #brave: We take bold decisions, challenge the status quo, and act with conviction
• #accountable: We deliver end-to-end, reduce dependencies, and own our decisions
• #caring: We treat each other with respect, build trust, and create an environment where everyone can thrive

And much more...

• Legendary summer and winter parties
• Regular team events
• Many discounts on the corporate Benefits Platform
• Two Community Days per calendar year
• Pet friendly office

About Getolo

Founded in 2015, getolo GmbH is an innovative and award-winning InsurTech company that offers comprehensive supplementary insurance plans in the areas of dental, pet health and liability, as well as health add-on coverage. Under the brands dentolo, petolo, and vitolo, we serve over 200,000 customers in Germany, providing digital and hassle-free protection that seamlessly integrates into their daily lives.

We believe that prevention is always better than cure—which is why we focus on preventive care, customer-centric service, and financial security to protect our customers and their loved ones from unexpected costs. Thanks to the close collaboration of our team of market specialists and insurance experts, we continuously monitor industry developments to offer practical solutions for current challenges.

getolo's company culture is built on collaboration, innovation, and agility—always with a strong focus on the needs of our customers. With a team of around 200 employees, getolo is led by Daniel Gadea (CEO) and Laura Wulff (CGO). getolo is a partner of DA Direkt and part of the Zurich Group Germany.

getolo is an equal opportunity and diversity employer. We strive to create a friendly, safe, and welcoming environment for all our team members, regardless of ethnicity, gender, gender identity and expression, sexual orientation, limitations and talents of any kind, physical appearance, social background, marital status, age, or religion (or lack thereof).

When you apply, we focus solely on your experience and motivation. You decide what additional information you want to disclose (photo, marital status, religion, gender, nationality, etc.). We value and treat all applications equally.