Head of Medical Operations Germany (m/w/d)

Our German customer base will multiply over the next two years. However, the team behind it will not grow at nearly the same pace - and that is exactly where you come in.

You ensure that this growth is possible. You lead our Medical Operations in Germany and develop operational processes where software takes over repetitive tasks. This allows our PTAs, nurses, and medical customer service employees to focus on what really matters: our customers.

You lead the Medical Operations for Germany: the team that conducts medical histories, prepares medical records, and supports our customers throughout their entire treatment - six days a week, from early morning until late evening.

Today, this team consists of three people. In one year, it will support a multiple of the customers without growing itself by a multiple. The path to get there is primarily a matter of intelligent processes and structures - and not simply a matter of more staff. That is exactly why we are looking for you.

Our Medical Lead for Germany, whom we are recruiting in parallel to this position, carries the clinical responsibility. You are responsible for the operational business: turnaround times, quality, capacity, and costs.

Our Dutch playbook is already in place and you will receive full access to it. However, not all of it can be transferred to the German market. Finding out what works, what needs to be adapted, and what we need to build anew for Germany - that is exactly your task.

By the end of your first year:

• There is a capacity and shift planning model that reliably covers our German opening hours - based on real forecasts instead of gut feeling. And no one has to "put out fires" on Saturday mornings anymore.

• A significant part of the contact with our customers runs completely automated and without human intervention. You can demonstrate exactly what this proportion is and how many resources are saved as a result.

• Turnaround times for admitting new patients, the "First-Time-Right" rate, and customer satisfaction in Germany are at or above the Dutch level - with a clearly recognizable upward trend.

• The German admission process is clearly documented, consistently followed, and demonstrably differs from the Dutch process where the requirements of the German market demand it.

• The cost per customer decreases while the volume increases. You know both numbers by heart.

• The operational business. You design the German admission process and the entire customer journey from start to finish. You write the Standard Operating Procedures (SOPs) and develop the capacity model as well as the shift planning for our opening hours six days a week. You decide what we can adopt from the Netherlands and what we must do differently for Germany.

• The technology - together with our Product and Tech team. You don't need to write code. You translate operational challenges into concrete product requirements and, together with Product and Engineering, implement the appropriate tools. Two topics are at the top of your agenda in your first year: professional workforce management including shift planning, and the automation of contact with our customers through chat, self-service, and check-in flows. On the operational side, the responsibility for this roadmap lies with you.

• The numbers. Three key metrics are central: turnaround time during admission, the First-Time-Right rate, and customer satisfaction. Furthermore, you manage the quality of medical contact with our customers, team utilization, and the cost per customer. You present these numbers to the management team every month - including an analysis of why they have changed and what concrete measures you are deriving from them.

• The team. You hire the right employees, are responsible for their onboarding and training, and coach them in the areas of quality and tone of voice. You set the standard and ensure it is maintained. If someone does not fit the team, you act. And you always ask yourself the harder question first: Do we really need a human for this - or a better process?

• The bridge. You are the connection between Germany and Rotterdam, between Operations and the Medical Lead, as well as between what our customers experience and the decisions of the management team.

• Monday: Stand-up with the team in German, feedback, and a look at the quality scores from the past week - and you initiate the first process improvement even before lunch.

• Tuesday: The capacity model for the next quarter is due. Saturday evenings are particularly busy, while Wednesday mornings are significantly quieter - you adjust the shift plan so that it corresponds to the actual forecasts.

• Wednesday: Meeting with the Product team regarding the new check-in flow that goes live next month. You provide the requirements and the relevant numbers and determine how the new flow should be tested.

• Thursday: One-on-ones, coaching on medical contact with our customers, and revising the admission script for a specific case that occurs repeatedly in the German market.

• Friday: Number presentation to the management team. Turnaround time worsened in the past week - you know why, and you present the solution directly instead of just the problem.

• You have built and optimized operational processes – not just managed them. You bring at least four years of experience in leading operational teams, including at least two years leading teams of ten or more employees. You have led a team through real growth and know from your own experience the challenges that come with it.

• You get more out of existing structures. You have implemented tools that reduce workload instead of creating additional work – for example, workforce management, automation, self-service, or chat. You can communicate exactly what you need to a product team and recognize the difference between a tool that creates real value and one that was merely purchased.

• You speak German at a native level and your English is good enough that you can work with our Dutch team daily without problems. Dutch is a plus, but not a must.

• You have an affinity for healthcare. You understand medical processes and can communicate on equal footing with pharmacists, doctors, and PTAs. A background in pharmacy, nursing, or healthcare is a big plus. A medical degree is not required – the clinical responsibility lies with our Medical Lead for Germany.

• You think analytically. You form your own view of the numbers, can distinguish relevant KPIs from pure "vanity metrics," and act before anyone has to ask you to.

• You create structure without slowing down the pace. You bring order to a growing organization while maintaining the speed that makes a scale-up successful.

• A big plus: Experience in a scale-up, in e-commerce, in digital health, or direct-to-consumer (D2C). An even bigger plus: You have already successfully launched a product or offering in a new market.

You report directly to our Chief Operating Officer and work closely with Morsel and Maarten, who lead our Medical Operations in the Netherlands. Furthermore, you are in direct exchange with our Medical Lead for Germany as well as with the Product and Tech team in Rotterdam.