Director of Ops & Deputy Managing Director Germany

About the Position

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. We’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. 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.

As Director of Ops & Deputy Managing Director Germany, 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.

Responsibilities

• Own the conversion funnel from interested patients to paying customers
• 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

Requirements

• 5+ years in operations, strategy, or consulting, including 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), including 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

We Offer

• Competitive salary: €105.000 - €165.000 EUR
• Remote work options
• Country-specific benefits may vary and will be detailed separately

About the Company

At Sword, we use AI to surface the right information at the right moment. However, AI never replaces human judgment. We comply with applicable Federal and State civil rights laws and do 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.