Director – Customer Operations

About This Opportunity

We are representing a confidential healthcare software organization headquartered in North Rhine-Westphalia, Germany. Our client serves major German statutory health insurers, managing high-volume claims processing and pharmaceutical billing workflows that support critical healthcare infrastructure.

We are seeking a Director of Customer Operations to own the entire customer delivery layer of the business. This is a senior leadership role reporting directly to the CEO, responsible for project management, BPO and SLA operations across all service lines, and senior relationship ownership for strategically important accounts.

Responsibilities

Leadership & Team Development

• Reset and professionalize the delivery function—establish clear standards, accountabilities, and operating rhythms across customer operations and project management teams
• Build a high-performing, cohesive team through strategic hiring, talent development, and direct performance management
• Create a culture of delivery discipline where commitments are tracked rigorously and met consistently
• Lead the team through AI-driven operational transformation with clarity and transparency
• Coach and develop the next layer of leadership within PM and customer operations teams

Project Management Function

• Own the project management methodology end-to-end: governance gates, risk tracking, change control, templates, and lessons learned
• Lead and develop the PM team; set quality standards and drive consistent delivery discipline
• Maintain a live portfolio view of all active projects—status, budget, risk, and milestones
• Act as the final internal escalation point for any at-risk projects
• Partner with technology leadership to integrate AI and technology delivery projects into customer governance frameworks

Key Account & Relationship Management

• Serve as senior relationship owner for the largest and highest-priority customer accounts
• Own account project plans: milestones, deliverables, resource allocation, and acceptance criteria
• Chair programme steering committees and maintain live risk registers
• Ensure contractual SLAs are met every month; manage any misses proactively
• Identify expansion opportunities within key accounts
• Protect relationship continuity through AI-driven transformation

BPO Operations & SLA Governance

• Own delivery SLAs across all workflow service lines; track KPIs including tickets per FTE, cost per case, time-to-resolution, and touchless processing rate
• Manage operations teams through AI-driven restructuring while maintaining throughput and quality
• Produce monthly SLA performance dashboards with corrective actions flagged
• Lead quarterly service reviews with all major customers

Customer Satisfaction & Retention

• Own the customer satisfaction framework: NPS or equivalent, structured feedback loops, and closed-loop processes
• Personally manage the most important customer relationships with regular check-ins and escalation ownership
• Monitor churn risk signals: SLA trends, open tickets, stakeholder changes, and contract renewal timelines
• Represent the customer voice in roadmap discussions and resource prioritization decisions

What We're Looking For

• Direct experience in healthcare IT, German statutory health insurance (GKV) workflow processing, pharmaceutical billing, or similarly regulated German-speaking healthcare services environment
• Proven track record owning large, complex customer-facing programmes—multi-year, multi-stakeholder, with hard SLA accountability
• Experience running or building a PMO or PM team is a strong advantage
• Background managing or transforming high-volume BPO or managed services operations
• Comfortable with throughput economics: tickets/FTE, cost-per-case, and SLA governance at scale
• Track record owning senior customer relationships at Director or Head of Operations level
• Demonstrated ability to build, lead, and develop high-performing operational teams through periods of significant change
• Business fluent in both German and English—required for customer communication, team leadership, and internal reporting
• Experience leading teams through AI-driven or technology-led operational transformation without eroding customer trust or SLA performance
• Germany-based with willingness to work regularly from NRW office and travel to customer sites; NRW region strongly preferred

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will screen applications and conduct initial interviews. Qualified candidates will be submitted to our client for consideration. Please do not contact the client directly—all communication flows through our recruitment team to ensure a professional and coordinated process.

Pay

This role offers a competitive compensation package. The client provides a base salary range of €120,000–€150,000 per annum depending on experience, plus an annual performance bonus of up to 20–25% of base salary tied to account delivery, BPO SLA attainment, and process improvement. Additional benefits include 30 days annual leave, company pension (bAV) with employer contribution, flexible hybrid working arrangement, and relocation support for candidates outside the NRW/DACH region.

Equal Employment Opportunity: Get A Job.ai is committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, disability, gender identity, or veteran status. We support an inclusive workplace where candidates and employees excel based on personal merit, qualifications, experience, ability, and job performance.