Head of Operations — AI-Driven Patient Conversion

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

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.