Customer Care Lead (m/f/d)

At FORMEL SKIN, we're at the forefront of revolutionizing dermatology and reshaping the landscape of healthcare. Our mission is to establish a global online dermatology clinic, making highly effective dermatological treatments easily accessible to all. We've made significant strides, garnering support from some of Europe's most prominent health and consumer investors.

To date, we've successfully provided over one million treatments to our patients. Our dynamic team is passionate, ambitious, and brings a wealth of experience from successful health and consumer tech ventures. Based in Berlin, a city known for its vibrancy, we're committed to expanding our reach and impact, offering you the opportunity to be part of our exciting journey.

As the Operational Excellence Manager (m/f/d), you will be at the forefront of optimizing our operations. Your mission: to design and scale high-impact processes that drive efficiency, elevate the patient experience, and enable our teams to deliver best-in-class service. You’ll work directly with the COO and will lead strategic improvements across systems and workflows, directly contributing to FORMEL SKIN’s vision of making dermatological care more accessible and effective for everyone.

What you’ll be doing:

• Operational Strategy & Excellence: Design and implement scalable, data-driven processes to enhance service delivery, streamline operations, and ensure consistency across all customer interactions.
• Continuous Improvement & Quality Management: Drive a culture of continuous improvement by identifying inefficiencies, applying lean principles, and leading cross-functional initiatives to optimize performance.
• Customer Experience Optimization: Leverage customer insights and data analytics to proactively identify pain points and enhance the end-to-end customer journey.
• Performance Monitoring & Reporting: Define, track, and analyze key operational KPIs to inform strategic decisions, improve team performance, and ensure accountability.
• Project Leadership & Implementation: Manage and execute key operational projects, including tool integrations, process reengineering, and automation initiatives.
• Stakeholder Alignment & Collaboration: Partner with teams across Product, Marketing, Medical, Supply Chain, and Engineering to align on service standards, drive synergies, and support business objectives.

What you need to succeed:

• Relevant Experience: 2-3 years in top-tier consulting and / or exposure to startup environment is a strong advantage.
• Analytical Strength: Strong analytical and problem-solving skills, with a pragmatic and hands-on approach.
• Conceptional Skills: Strong ability to understand and map out processes as well as improve them over time.
• Project Management Skills: Proven ability to independently manage complex projects from conception to execution, ensuring timely delivery, effective stakeholder management, and cross-functional alignment.
• Hands-On & Proactive Attitude: Comfort with ambiguity, strong initiative, and a solutions-oriented mindset in fast-paced environments.
• Process-Oriented Mindset: Expertise in designing and scaling efficient, repeatable processes with a strong foundation in lean, Six Sigma, or similar methodologies.
• Data Fluency: Advanced proficiency in Excel/Google Sheets, KPI tracking, and translating data into actionable insights.
• Bonus Skills: Programming or advanced analytics tools knowledge is a strong plus.
• Language skills: fluent in English and German.

Why work with us?

• Shape the future of operational excellence in healthcare: At FORMEL SKIN, you’ll have a direct hand in transforming how we deliver service at scale. This is more than just a role—it’s an opportunity to build and refine the operational backbone of a fast-growing healthtech company. Collaborate with passionate experts across disciplines, implement meaningful change, and make a lasting impact on how patients experience digital dermatology.
• Benefits to perfectly fit you: every candidate is unique, and we're dedicated to supporting your specific needs and aspirations. To support this, we offer a diverse benefits package including 28 days vacation, a NAVIT or Urban Sports Club membership, employee discounts on our products, a professional development budget, hybrid work set up (Mon, Tue, Thu as office days) & a remote work allowance (up to 4 weeks within the EU).
• Building a great team together: At FORMEL SKIN, we believe that building a great team and fostering strong interpersonal relationships are fundamental to our success. If you're passionate about collaborating with like-minded individuals, you'll appreciate our approach, which includes regular company events, a team event budget, and bonuses for employee referrals.

About Us

With FORMEL SKIN, we are building Germany's leading dermatological platform to provide patients with all skin problems immediate access to personalised medical treatments. Our team of experienced doctors, pharmacists and innovators work hard to treat, guide and support patients throughout their skin health journey. As a medical brand, we focus on clear and fast communication with our patients, confidence backed by our medical expertise and vast experience and commitment to everything we do. It is our mission to make dermatological care accessibleto everyone- no matter how big or small the skin issue might be.
Just as we seek to build out an inclusive dermatology service, we seek to build an inclusive workplace with exceptional individuals committed to a shared mission. FORMEL SKIN is an equal opportunity employer. We therefore welcome everyone to apply: people of any race, ethnicity, nationality and religion, LGBTQAI+ folks, individuals with disabilities (both seen and unseen), people of any age, or family status.