Head of Operations

Sword; United States; Remote; USD 119,000 - 187,000; Full time

Job summary

Sword is building AI-driven healthcare and seeks a Head of Operations to turn interested patients into active customers. You’ll lead the Patient Success team and Customer Support, driving lead conversion speed and service quality across the organization.

You’ll collaborate with Growth Marketing on the full D2C funnel, and design scalable processes, tooling and an operating model—combining people, automation and AI—from the ground up. Reports to the Managing Director Germany.

Qualifications

• 5+ years in operations, strategy or consulting with hands-on D2C / customer operations experience.
• Measurable track record of improving funnel conversion rates.
• Experience leading and scaling customer-oriented teams with targets and incentives.
• Built processes and teams in a fast-growing environment.

Responsibilities

• Own the conversion funnel from interested patients to paying customers.
• Hire, lead and coach the Patient Success team; design targets, incentive schemes and QA.
• Own Customer Support for patients, doctors’ practices and Krankenkassen: channels, SLAs, CSAT, tooling.
• Redesign the prescription retrieval process to cut time-to-activation.
• Lead AI Ops initiatives and automation.
• Own ops tooling (CRM, telephony, workforce planning) and automation.
• Partner with Growth on lead quality and feed patient insights to Product.

Skills

Operations leadership

Funnel optimization

Team coaching

Data-driven

German & English fluency

D2C / customer operations

Tools

CRM

Telephony

SQL

Looker

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.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI‑native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.

AIProficiency 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 automation
• Own 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‑oriented 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.