Director Of Customer Operations (Healthcare)

TL;DR

Director of Customer Operations (Healthcare): Leading the customer delivery layer and project management function for a specialized healthcare workflow processor with an accent on SLA governance, BPO operations, and AI-driven transformation. Focus on managing high-priority customer relationships, driving operational excellence, and ensuring service continuity during technology-led change.

Location: Must be based in or willing to relocate to Germany (NRW region preferred), with regular presence required at the NRW office and customer sites.

Salary: €120,000 – €150,000 per annum + 20–25% performance bonus.

Company

hirify.global is a global acquirer and builder of specialized software businesses, focused on modernizing operations through AI and operational discipline.

What you will do

• Professionalize the delivery function by establishing clear standards, accountabilities, and operating rhythms.
• Lead the project management function, maintaining a portfolio view of status, budget, and risk.
• Serve as the senior relationship owner for the company's largest and most strategic customer accounts.
• Govern BPO operations and ensure contractual SLAs are met across all service lines.
• Drive the team through a significant AI-driven operational transformation while maintaining service quality.
• Represent the customer voice in internal roadmap discussions and resource prioritization.

Requirements

• Direct experience in healthcare IT, GKV/SGB workflow processing, or pharmaceutical billing in a German-speaking environment.
• Business fluent in both German and English (C1 level).
• Proven track record owning large, complex customer-facing programs with hard SLA accountability.
• Experience managing high-volume BPO or managed services operations.
• Must be based in Germany with willingness to work regularly from the NRW office and travel to customer sites.
• Demonstrated ability to lead operational teams through technology-led change.

Culture & Benefits

• 30 days of annual leave.
• Company pension scheme (bAV) with employer contribution.
• Flexible hybrid working model.
• Opportunity to lead a consequential AI-driven transformation in a mission-critical healthcare infrastructure business.
• Relocation support available for candidates outside the NRW/DACH region.