Senior Operations Manager - Intelligence & Process Enablement (m/w/d)

These tasks are waiting for you

• Own and optimise our CRM system (HubSpot) to drive marketing, sales and customer success foundations
  • Ensuring data integrity, compliance and governance across the CRM landscape
  • Manage and optimize integrations (analytics, support tools, etc.)
• Lead workflow automation, process optimization and co-lead AI integration to reduce friction and scale efficiency
  • Design and implement automated workflows (HubSpot, Zapier, APIs or other workflow automation tools) reducing manual tasks
  • Co-lead the sourcing and integration of AI technologies to modernize workflows, boost productivity, and establish a foundation for scalable, resilient operations
• Customer Care & Claims operations enablement
  • Drive claims process improvements (fraud prevention, detection, handling efficiency)
  • Establish KPIs and SLA monitoring to ensure performance is transparent and actionable
  • (Nice-to-have) Apply insurance knowledge to help shape operational and claims automation processes
• Further build and own the data and analytics strategy for Operations and Customer Care, ensuring high-quality, actionable insights, closely working together with our data team
  • Develop dashboards and reports for multiple stakeholder groups (Customer Care, Sales & Marketing, Leadership)
  • Provide pipeline, service-level, and customer & partner feedback analytics to identify improvement opportunities in collaboration with the Customer Care & Claims lead
• Enhance cross-functional collaboration
  • Act as a bridge to Digital Product & Tech, aligning on roadmaps, integrations, and system enhancements
  • Train and enable teams on tools, data literacy, and process excellence
  • Design and run closed-loop feedback systems, feeding ops and customer insights back into Product, Marketing, and Tech

This is what you bring to the table

• 5–10 years of professional experience in Operations, Process Improvement, RevOps, or Data/Systems Enablement
• Strong technical know-how in HubSpot (admin & architecture) and workflow automation (Zapier, Make, or similar)
• Strong background in data analytics, reporting and KPI frameworks
• Experience with API integrations and scaling operational processes through technology
• Experience in process design, optimization, and scaling
• A hands-on, solution-oriented mindset with curiosity to test and configure new tools
• Understanding of how AI can enhance operations and willingness to explore practical applications
• Strong stakeholder management skills and ability to translate between business and tech
• Fluent in English (German is a plus)
• (Nice-to-have) Insurance/claims process knowledge

What we offer

Together with our investor, AXA, we offer a combination of entrepreneurial freedom, leading technological know-how, reliability and extensive experience in the conception and management of insurance solutions that is rather unusual for the insurance industry.

When you become part of our team, you can expect to work with incredibly versatile and talented colleagues.

• The opportunity to lead and grow an exciting team
• The opportunity to shape the future of insurance by contributing to the strategy and success of Alteos and further advancing one of the worlds leading core insurance systems
• Modern working in the middle of Berlin's City-West, with a wide range of perks and benefits. To name a few: subsidized lunch & one free lunch a week, discount on BVG ticket, company (e-)bike leasing, urban sports club, mental well-being app
• Many opportunities to connect with your colleagues outside of daily work, e.g.through team events, weekly yoga classes, team runs and more
• A flexible work model (hybrid working role)