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 ResponsibilitiesStrategic Planning & ExecutionTranslate strategic priorities from leadership into actionable plans with clear KPIs, milestones, and measurable outcomesDrive cross-functional initiatives with Product, Engineering, Finance, Claims, and Customer SupportServe as a strategic partner to the COO in shaping the future of our insurance experienceData, KPIs & Performance ManagementOwn the Operations KPI framework (e.g. CSAT, automation rate)Oversee Operations data governance, reporting, and insight generationEnsure operational decisions are grounded in robust data, insights, and root-cause analysisAI, Automation & Digital EnablementOwn the automation and AI roadmap for Operations together with P&EOversee automation initiatives across Customer Support, Claims, Payments/Dunning, and internal workflowsIdentify high-impact opportunities for automation and digitalisation to improve efficiency and reduce operational costRetention StrategyLead the operational retention strategyAnalyse churn drivers and orchestrate cross-functional corrective actionsCollaborate with Customer Support, Claims, Product to improve retention and reduce friction pointsOwn insights and reporting for retention KPIsPayments & DunningOversee and optimise operational processes related to payments, dunning and fraudOptimise payment operations in close collaboration with Product, Engineering and FinanceReduce involuntary churn through improved payment experience and automationOperating Model & StructureDesign and optimise end-to-end operational processesBuild and maintain clear ownership structures (RACI, process owners, SLAs)Ensure process documentation, standardisation, and cross-functional alignmentAlign operational processes with GDPR, risk carrier requirements, and internal guidelinesManage operational risks through incident reviews, root-cause analysis, and preventive controlsOwn the OKR methodology, cadence, and quality standards across OperationsChange ManagementLead operational change initiatives and ensure adoption across teamsConduct change impact assessments and develop rollout, communication, and training plansPartner with Customer Support, Claims, and cross-functional leads to ensure smooth implementationBuild a culture of transparency, adaptability, and continuous improvementRequirementsEducation:Bachelor's or Master's degreeExperience:6+ years in strategic operations, consulting, business operations, product operations, or a comparable strategic roleProven track record of delivering cross-functional, data- and automation-driven initiativesSkills:Strong analytical thinking and problem-solving skillsHigh degree of ownership and decision-making confidenceExcellent communication and stakeholder management abilitiesStrong project and program management capabilitiesFamiliarity with agile methodologies and digital product development is a plusComfortable working with data and insights; able to translate complexity into clarityStrong interest in emerging technologies such as AI, automation, and workflow orchestrationLanguages:Fluent in English and GermanBenefitsWhy getolo?🌴 Salary & VacationAttractive fixed salaryStart with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st🧑‍💻 Mobility & FlexibilityChoose between a free Swapfiets bike, a BVG ticket ("Umweltticket") or a "Deutschlandticket" subsidized by usWork hybrid - from your home office or in our office in Berlin-MitteWork abroad in the EU for up to 60 days🧘 HealthBenefit from free coaching sessions with nilo.health, our mental health toolTest our products yourself! Choose between dentolo, petolo or vitolo📚 DevelopmentLearning Budget starting from 750 € per yearRegular (360 degree) feedback🧬 ValuesOur 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 eventsMany discounts on the corporate Benefits PlatformTwo Community Days per calendar yearPet friendly officeSounds like the perfect job for you? We look forward to receiving your application and getting to know you!About GetoloFounded 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.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 Teamjobs@getolo.com