Head of Operations
Lead operations at Sword Health, transforming interested patients into active customers through innovative processes and AI integration.
Posted by employer 6 days ago
First seen on Joblaze 5 days ago
Last verified on the company career page 1 day ago
Skills & Technologies
What you'll build
- Own the conversion funnel from interested patients to paying customers
- Hire, lead and coach the Patient Success team
- Own Customer Support for patients and doctors' practices
- Redesign the prescription retrieval process
- Lead the AI Ops initiatives and automation
Must have
- 5+ years in operations, strategy or consulting
- Measurable track record of improving funnel conversion rates
- Experience leading and scaling customer- or patient-facing teams
- Built processes and teams from scratch in a fast-growing environment
- Fluent German and English
Nice to have
- Strategy consulting experience (McKinsey, BCG, Bain)
- Experience with AI/automation in customer operations
AI in the day-to-day
AI fluency is a core expectation at Sword, with candidates assessed on their use of AI in workflows.
Requirements
- Experience
- 5+ years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
The Head of Operations at Sword Health is responsible for transforming interested patients into active customers by overseeing the Patient Success and Customer Support teams. This role requires a strong background in operations, particularly in direct-to-consumer environments, with a focus on improving conversion rates and service quality through data-driven strategies. Ideal candidates will have experience in scaling teams and processes in fast-paced settings, and fluency in both German and English is essential. The position involves collaboration with Growth Marketing to enhance the customer journey and leverage AI for operational efficiency.
Joblaze insights
- Listed 5 days ago — first seen on Joblaze September 27, 2026. Last confirmed on Sword Health's careers page October 1, 2026.
- Starts above 2% of 312 comparable director management roles we track (median $198,500 across 135 companies).
Quick facts
- Is the Head of Operations role remote?
- Yes — Sword Health lists this as a fully remote position.
- What's the salary range?
- Sword Health lists €105,000–€165,000 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Head of Operations role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, CRM, Workforce Planning, telephony.
- What seniority level is this role?
- Sword Health targets director candidates for this position.
- Is this full-time or contract?
- Full-time for this Head of Operations role at Sword Health.
From the original posting
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.
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Explorer (Level 1) — Uses AI daily to boost personal productivity
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- or patient-facing 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.
Standard company text repeated across Sword Health's postings is omitted here.