Support us in designing the insurance experience of the future. As Head of Operations, you will be responsible for leading and developing our Customer Support and Claims organization, managing a team of approximately 70-80 employees (growing) across multiple operational functions. This role owns the end-to-end execution, performance, and customer experience of Operations in the German market, while collaborating closely with international teams. You will ensure that operations run efficiently, deliver excellent customer outcomes, and scale sustainably with the business. The position combines strong people leadership, operational excellence, and performance management, with selective involvement in strategic initiatives. You will work in close partnership with the Head of Strategic Operations, who supports with data, automation, tooling, and structural improvements, while you focus on execution, team performance, and delivery.

Key Responsibilities

Operational Leadership & Team Management

• Lead, develop, and inspire a team of currently ~70-80 employees across Claims and Customer Support.
• Manage and coach direct reports.
• Drive a strong performance culture with clear expectations, accountability, and continuous feedback.
• Ensure appropriate capacity, workforce planning, and organizational structure to meet business needs.

Operational Performance & Customer Experience

• Own operational KPIs including CSAT, service levels, response times, and claims turnaround times.
• Ensure high-quality, consistent customer experience across all operational touch-points.
• Balance customer experience with efficiency and scalability.
• Identify performance gaps and implement corrective actions in a timely and structured manner.

Execution Excellence & Continuous Improvement

• Ensure smooth day-to-day operations across Claims and Customer Support.
• Identify process inefficiencies and drive incremental improvements together with Strategic Operations.
• Implement operational changes and ensure consistent execution across teams.
• Establish best practices, standard operating procedures, and quality standards.

People Development & Culture

• Foster a high-performing, customer-centric, and accountable Operations culture.
• Develop team leads and build strong leadership capabilities within the organization.
• Ensure continuous training, coaching, and up-skilling of operational teams.
• Promote employee engagement, retention, and development.

Cross-Functional Collaboration

• Work closely with the Head of Strategic Operations on process improvements, automation initiatives, and KPI frameworks.
• Partner with Finance, Legal, and external partners (e.g. risk carrier) on operational topics.

External & Partner Management

• Own the operational relationship with key external stakeholders, including the risk carrier and relevant service providers.
• Ensure alignment on operational processes, quality standards, and performance expectations.
• Represent Operations in external discussions and governance structures where required.

International Coordination

• Act as the operational lead for the German market while aligning with international teams (e.g. Spain, France).
• Share best practices and support scaling of operational processes across markets.
• Ensure consistency while allowing for local adaptation where necessary.

Change & Transformation

• Drive and implement operational changes in close collaboration with Strategic Operations.
• Ensure adoption of new processes, tools, and workflows within teams.
• Lead teams through periods of growth, transformation, and increasing complexity.

Education

• Bachelor’s or Master’s degree or equivalent professional experience

Experience

• 7+ years of experience in operations leadership, ideally within insurance or a comparable regulated environment.
• Proven track record of managing large operational teams (50+ employees).
• Strong experience in Claims and/or Customer Support operations.
• Demonstrated ability to drive operational performance and improve customer experience at scale.

Skills

• Strong leadership and people management capabilities.
• High operational excellence mindset with a focus on execution and results.
• Excellent communication and stakeholder management abilities.
• Ability to manage complexity and prioritise effectively in a fast-paced environment.
• Structured and data-informed approach to performance management (deep technical expertise not required).
• Strong customer-centric mindset paired with a pragmatic approach to efficiency and scaling.

Languages

• Full professional fluency (written and spoken) in English and German