Head of Strategic Operations (mwd)

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

Requirements

Education:

• Bachelors or Masters 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

Benefits

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 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

And much more

• Legendary summer and winter parties
• Regular team events
• Many discounts on the corporate Benefits Platform
• Two Community Days per calendar year
• Pet friendly office

Sounds like the perfect job for you We look forward to receiving your application and getting to know you!

About getolo

Founded in 2015 getolo GmbH is an innovative and award-winning InsurTech company that offers comprehensive supplementary insurance plans in the areas of dental pet health and liability as well as health add-on coverage. Under the brands dentolo petolo and vitolo we serve over 200000 customers in Germany providing digital and hassle-free protection that seamlessly integrates into their daily lives.
We believe that prevention is always better than curewhich is why we focus on preventive care customer-centric service and financial security to protect our customers and their loved ones from unexpected costs. Thanks to the close collaboration of our team of market specialists and insurance experts we continuously monitor industry developments to offer practical solutions for current challenges.
getolos company culture is built on collaboration innovation and agilityalways with a strong focus on the needs of our customers. With a team of around 200 employees getolo is led by Daniel Gadea (CEO) and Laura Wulff (CGO). getolo is a partner of DA Direkt and part of the Zurich Group Germany.

getolo is an equal opportunity and diversity employer. We strive to create a friendly safe and welcoming environment for all our team members regardless of ethnicity gender gender identity and expression sexual orientation limitations and talents of any kind physical appearance social background marital status age or religion (or lack thereof).

When you apply we focus solely on your experience and motivation. You decide what additional information you want to disclose (photo marital status religion gender nationality etc.). We value and treat all applications equally.

Contact:

getolo Recruiting Team