Head of Operations - Sword Health

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors, Sword is defining a new standard for healthcare.

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity
• Builder (Level 2) — Creates workflows and tools that elevate the whole team
• Integrator (Level 3) — Embeds AI into products and processes at scale

The Role

As Head of Operations you own the engine that turns interested patients into active customers. You lead our Patient Success team and Customer Support and are accountable for lead conversion, speed from sign-up to start and service quality.

You'll work hand in hand with Growth Marketing on the full D2C funnel and build processes, tooling and a scalable operating model – combining people, automation and AI – from the ground up. You report to the Managing Director Germany.

What you’ll be doing

• Own the conversion funnel from interested patients, to paying customer
• Hire, lead and coach the Patient Success team; design targets, incentive schemes and quality assurance
• Own Customer Support for patients, doctors' practices and Krankenkassen: channels, SLAs, CSAT, tooling
• Redesign the prescription retrieval process (practice communication, status visibility) to cut time-to-activation
• Lead the AI Ops initiatives and automation
• Own ops tooling (CRM, telephony, workforce planning) and automation
• Partner with Growth on lead quality and feed patient insights to Product

What you need to have

• 5+ years in operations, strategy or consulting, incl. hands-on responsibility for D2C / customer operations – healthcare experience is a plus, not a must
• Measurable track record of improving funnel conversion rates
• Experience leading and scaling customer- or patient-facing teams, incl. targets and incentive schemes
• Built processes and teams from scratch in a fast-growing environment
• Data-driven; comfortable with dashboards (SQL/Looker a plus)
• Fluent German and English
• Nice to have: Strategy consulting experience (McKinsey, BCG, Bain), experience with AI/automation in customer operations