Customer Excellence & Operations Lead

Job description

Role Overview InoHealth is building the customer side of a preventive health platform — and this role owns it entirely. You will build and own the customer excellence function from scratch: support infrastructure, onboarding programs, training systems, and the operational frameworks that deliver exceptional outcomes at scale. This is a builder-operator role: you design the architecture and run it yourself. The builder and the operator are the same person, and that dual-mode will persist well beyond the build phase — this is a role for someone who finds energy in both. InoHealth serves HCPs, corporate clients, and health insurance companies — with hospitals on the near-term horizon. You will design tiered engagement models that scale across all segments without proportional headcount growth, own retention and account health across the portfolio, and build the outsourced support layer as volumes increase. This role has a clear path toward team leadership as the company grows. Responsibilities Support infrastructure and operations Personally architect, configure, and launch the full support stack — you own the tools end-to-end: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage. Configure Jira workflows to route bugs, product feedback, and data queries to Product, Engineering, and Data Science — with full traceability and closure loops. Integrate Instabug or equivalent in-app feedback into the support pipeline for automated capture and routing. Build AI-augmented workflows to absorb insurance-driven ticket volume without linear headcount growth. Own the full KPI cycle hands-on: set definitions, build dashboards, pull numbers, and investigate anomalies yourself — you are the first person reviewing the queue when CSAT drops or resolution times spike. Translate that ground-level analysis into structured, insight-driven leadership reporting. Track account health, proactively identify at-risk segments, and own retention and expansion initiatives. Lead strategic reviews and escalation management for key insurance and clinic accounts. Outsourced support, onboarding and engagement In the early stage, you are the multilingual support function — handling queries across languages, setting tone standards, building playbooks from live interactions. As volume grows, transition into BPO supervision: vendor selection, calibration sessions, agent review, quality scorecards, and compliance enforcement. You build the standards before you hold others to them. Design and own onboarding programs for all segments — HCPs, corporate clients, insurance partners, and end users — each calibrated to context and regulatory environment. Develop training materials, guides, and self-serve libraries using AI tools for generation, localisation, and maintenance. Design a tiered engagement model — from high-touch institutional stewardship to automated self-serve flows — with clear transition rules across tiers as accounts evolve. Represent customer insight in product, commercial, and regulatory discussions. Partner with BD on institutional onboarding and pilots. Collaborate with Regulatory & Compliance on QMS documentation and GDPR obligations across all support operations. Qualifications Required Demonstrated experience functioning as both strategic owner and individual contributor of a customer excellence or operations function — typically acquired over 5+ years but assessed on depth of ownership rather than tenure alone. Proven ability to operate as the first and only person in a function: built processes from a blank slate, with full accountability for outcomes before the systems that produce them existed. HCP-facing experience in diagnostics, digital health, or medical devices — familiar with clinical workflows and healthcare professional expectations. Consumer health or B2C digital health experience — understanding of end-user support dynamics and consumer-grade service expectations. Proficiency with Jira for ticket routing and escalation; experience with Intercom, Zendesk, HubSpot Service Hub, or equivalent support platforms. Familiarity with Instabug or equivalent in-app feedback tools integrated into support pipelines. Active, practical use of AI tools to automate support workflows — demonstrated with concrete examples. Excellent English and German is strongly preferred given our launch markets in Germany and Switzerland. Additional European languages (French, Italian, Spanish) are a meaningful advantage. Nice to have Experience managing BPO operations — vendor selection, quality frameworks, multilingual agent supervision. Exposure to IVD, SaMD, or regulated health environments; awareness of ISO 13485, IVDR, or GDPR is a plus. What We Offer A preventive health platform built on proprietary algorithms and validated health insights — at the frontier of a fundamental shift from reactive treatment to predictive, personalized prevention. High-ownership role with direct impact on product direction and company growth, and a clear path toward team leadership as the company scales. Full remote flexibility across Europe, with occasional travel for partner meetings and company offsites. Compensation aligned with seniority, benchmarked to your location within Europe.