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Head of Operations (all genders)
Full-time
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 60-70 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 :60-70 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
Requirements
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
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 nilo.health, our mental health tool
Test our products yourself! Choose between dentolo, petolo or vitolo
🌍 Berlin Based, International Mindset
We communicate, collaborate, and celebrate in English to ensure everyone is included
Our diverse team spans from 43 different countries
📚 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
#accountable: We deliver end-to-end, reduce dependencies, and own our decisions
#caring: We treat each other with respect, build trust, and create an environment where everyone can thrive
🙌 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 200,000 customers in Germany, providing digital and hassle-free protection that seamlessly integrates into their daily lives.
We believe that prevention is always better than cure—which 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.
getolo's company culture is built on collaboration, innovation, and agility—always 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.
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
jobs@getolo.com
