Patient Operations Lead (Germany)

Location: Hybrid work based in Berlin, Germany; candidates must be based in Berlin or willing to relocate there.

Salary: €80,000–€100,000 plus RSUs and other benefits.

Company

hirify.global is a global consumer healthcare platform delivering personalised digital care across preventative health, weight management, and women's and men's health conditions.

What you will do

• Own German patient support performance across response times, resolution, satisfaction, quality, and the full patient journey.
• Define support channels, opening hours, service targets, and proactive patient touchpoints aligned with retention and revenue goals.
• Monitor medical support, side-effect management, and clinical escalations to ensure safe, compliant, and timely handling.
• Adapt global support best practices to German patient needs and represent the German patient voice across the business.
• Use patient feedback and support data to identify root causes and drive product, process, and clinical improvements.
• Scale automation and self-service, plan capacity, manage operating rhythms, and hold teams and partners accountable for quality and delivery.

Requirements

• Proven experience operating a support or customer-experience function and improving its performance metrics, not only managing a team.
• Experience in a regulated, high-growth, healthcare, or telehealth environment, ideally involving clinical or patient-safety considerations.
• Strong analytical skills, including root-cause analysis and converting patient feedback into product and process decisions.
• Fluency in support metrics, capacity planning, and support tooling, with a focus on automation and continuous improvement.
• Commercial mindset covering cost-to-serve, retention, channels, opening hours, and service levels.
• Ability to own outcomes, set standards, manage teams and partners, and maintain high-quality operations under pressure.
• Fluent German and English.
• Based in Berlin or willing to relocate there.

Nice to have

• Experience working with global support partners and stakeholders across multiple markets.
• Experience using AI or automation to transform support operations.
• Exposure to Lean, Six Sigma, Kaizen, or similar continuous-improvement methodologies.

Culture & Benefits

• Hybrid work with an impact-focused environment, office access, and regular socials.
• 28 days of annual leave, a wellness allowance, and three weeks of work-from-anywhere per year.
• Annual learning budget, three days of professional development leave, peer shadowing, and global knowledge sharing.
• High ownership, continuous feedback, and dedicated development support.
• Opportunity to scale evidence-based digital healthcare and support patient outcomes across international markets.