Customer support: Handle and respond to support inquiries (email, ticketing system) in a solution-oriented and independent manner.
Fulfillment & logistics: Support and coordinate our shipping and logistics processes – from test kits to returns.
Process improvement: Analyze existing workflows, identify weaknesses and implement pragmatic improvements.
Measurability & KPIs: Define, track and evaluate operational metrics (e.g., lead times, ticket backlog, error rates).
Interface work: Close collaboration with the Operations Lead, Customer Success, Tech, logistics partners and laboratories.
Special projects: Contribute to operational projects such as process automation, tool implementation or scaling of new procedures.
Ownership in day-to-day work: Identify, resolve and close issues without passing them on.

First to several years of experience in operations, customer support, logistics or process management, ideally in a startup environment.
Structured, reliable working style and enjoyment in completing tasks thoroughly.
Analytical understanding and interest in not only operating processes but improving them.
High level of personal responsibility, hands-on mentality and a good sense of priorities.
Strong communication skills: clear, friendly and solution-oriented.
Confident use of tools (ticketing systems, spreadsheets, basic analyses); technical aptitude is a plus.

A central operational role in a self-funded digital health company experiencing real growth.
Direct impact on processes, customer satisfaction and the scalability of our business.
Ownership instead of micromanagement: trust, responsibility and short decision-making paths.
Modern working environment in Berlin (hybrid possible), pragmatic collaboration, low bureaucracy.
Opportunities for professional development and the prospect of taking on more responsibility.

Operations Manager

Key skills