Customer Excellence & Operations Lead (Medtech)

TL;DR

Customer Excellence & Operations Lead (Medtech): Designing and managing the entire customer support infrastructure for a preventive health platform with an accent on scalable operational frameworks and AI-driven workflows. Focus on building the support stack from scratch, managing BPO transitions, and optimizing retention across HCPs and corporate clients.

Location: Full remote flexibility across Europe

Company

A preventive health platform built on proprietary algorithms and validated health insights, shifting healthcare from reactive treatment to predictive prevention.

What you will do

• Architect and launch the full support stack, including Jira routing, Intercom, CRM, and AI-assisted triage.
• Establish and monitor the full KPI cycle, building dashboards to track CSAT and resolution times.
• Design tiered engagement models and onboarding programs for HCPs, corporate clients, and insurance partners.
• Manage the transition from individual support to BPO supervision, including vendor selection and quality scorecards.
• Collaborate with Product, Engineering, and Regulatory teams to integrate customer feedback and ensure GDPR compliance.

Requirements

• 5+ years of experience as a strategic owner and individual contributor in customer excellence or operations.
• Proven track record of building operational processes from a blank slate.
• Experience with HCP-facing roles in diagnostics, digital health, or medical devices.
• Proficiency with Jira, Intercom, Zendesk, or HubSpot Service Hub.
• Practical experience using AI tools to automate support workflows.
• Excellent English proficiency (C1+); must be based in Europe.

Nice to have

• Experience managing BPO operations and multilingual agent supervision.
• Familiarity with ISO 13485, IVDR, or GDPR in regulated health environments.
• Fluency in German or other European languages (French, Italian, Spanish).

Culture & Benefits

• High-ownership role with direct impact on product direction and a clear path toward team leadership.
• Full remote flexibility across Europe with occasional travel for partner meetings and offsites.
• Opportunity to work at the frontier of predictive and personalized prevention.
• Compensation benchmarked to your location within Europe.