Head of Strategic Operations (all genders)

About the role

Support us in designing the insurance experience of the future. As Head of Strategic Operations, you will be a key driver of organisational efficiency, operational performance, and strategic execution. Supporting the COO, you will bridge business strategy, product development, and operational excellence across all core operational domains. You will ensure that strategic initiatives are launched and delivered effectively and that Operations operates as a scalable, data-driven, and digitally enabled function. The position combines strategic project management, data-informed decision-making, operating model design, and cross-functional collaboration. The role also leads the development and integration of AI and automation systems within Operations to accelerate innovation, improve efficiency, and enhance customer experience. Additionally, the position includes responsibility for managing a Senior Data Analyst and an Automations Manager. Key Responsibilities Strategic Planning & Execution Translate strategic priorities from leadership into actionable plans with clear KPIs, milestones, and measurable outcomes Drive cross-functional initiatives with Product, Engineering, Finance, Claims, and Customer Support Serve as a strategic partner to the COO in shaping the future of our insurance experience Data, KPIs & Performance Management Own the Operations KPI framework (e.g. CSAT, automation rate) Oversee Operations data governance, reporting, and insight generation Ensure operational decisions are grounded in robust data, insights, and root-cause analysis AI, Automation & Digital Enablement Own the automation and AI roadmap for Operations together with P&E Oversee automation initiatives across Customer Support, Claims, Payments/Dunning, and internal workflows Identify high-impact opportunities for automation and digitalisation to improve efficiency and reduce operational cost Retention Strategy Lead the operational retention strategy Analyse churn drivers and orchestrate cross-functional corrective actions Collaborate with Customer Support, Claims, Product to improve retention and reduce friction points Own insights and reporting for retention KPIs Payments & Dunning Oversee and optimise operational processes related to payments, dunning and fraud Optimise payment operations in close collaboration with Product, Engineering and Finance Reduce involuntary churn through improved payment experience and automation Operating Model & Structure Design and optimise end-to-end operational processes Build and maintain clear ownership structures (RACI, process owners, SLAs) Ensure process documentation, standardisation, and cross-functional alignment Align operational processes with GDPR, risk carrier requirements, and internal guidelines Manage operational risks through incident reviews, root-cause analysis, and preventive controls Own the OKR methodology, cadence, and quality standards across Operations Change Management Lead operational change initiatives and ensure adoption across teams. Conduct change impact assessments and develop rollout, communication, and training plans Partner with Customer Support, Claims, and cross-functional leads to ensure smooth implementation Build a culture of transparency, adaptability, and continuous improvement Education: Bachelor's or Master's degree Experience: 6+ years in strategic operations, consulting, business operations, product operations, or a comparable strategic role Proven track record of delivering cross-functional, data- and automation-driven initiatives Skills: Strong analytical thinking and problem-solving skills High degree of ownership and decision-making confidence Excellent communication and stakeholder management abilities Strong project and program management capabilities Familiarity with agile methodologies and digital product development is a plus Comfortable working with data and insights; able to translate complexity into clarity Strong interest in emerging technologies such as AI, automation, and workflow orchestration Languages: Fluent in English and German Why getolo? 🌴 Salary & Vacation Attractive fixed salary Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st. 🧑💻 Mobility & Flexibility Choose between a free Swapfiets bike, a BVG ticket ("Umweltticket") or a "Deutschlandticket" subsidized by us Work hybrid - from your home office or in our office in Berlin-Mitte Work abroad in the EU for up to 60 days 🧘 Health Benefit from free coaching sessions with nilo.health, our mental health tool Test our products yourself! Choose between dentolo, petolo or vitolo 📚 Development Learning Budget starting from 750 € per year Regular (360 degree) feedback 🧬 Values Our values are not buzzwords, but actions that are a part of our individual and collective DNA: #fast: We simplify, move with urgency, and focus on outcomes. #brave: We take bold decisions, challenge the status quo, and act with conviction. #ac

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