Director of Ops & Deputy Managing Director Germany

About this role

Lead Sword’s German patient operations, owning the conversion funnel from interested patients to paying customers and improving speed from sign-up to treatment start. Manage Patient Success and Customer Support while building scalable processes, tooling, automation, and AI-enabled operations.

About the company

Sword Health is a digital musculoskeletal care company that helps employers and health plans deliver AI-powered physical therapy and related care programs.

What you'll do

• Own the conversion funnel from interested patients to paying customers
• Hire, lead, and coach the Patient Success team; establish targets, incentives, and quality assurance
• Own patient, medical-practice, and health-insurer support channels, service levels, customer satisfaction, and tooling
• Redesign prescription retrieval to reduce time to activation
• Lead AI operations and automation initiatives
• Manage operations tooling, including CRM, telephony, and workforce planning
• Partner with Growth on lead quality and share patient insights with Product

What we're looking for

• 5+ years in operations, strategy, or consulting, including hands-on D2C or customer operations responsibility
• Demonstrated results improving funnel conversion rates
• Experience leading and scaling customer- or patient-facing teams, including targets and incentive schemes
• Experience building processes and teams from scratch in a fast-growing environment
• Data-driven and comfortable with dashboards
• Fluent German and English

Nice to have

• Healthcare experience
• Strategy consulting experience, such as McKinsey, BCG, or Bain
• Experience using AI or automation in customer operations
• SQL or Looker experience

Benefits

• Equity is included in the stated total compensation range