Head of Strategic Operations (all genders)

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Bachelor’s or Master’s degree

• 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

• 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

• Fluent in English and German

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.

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