Head of Operations - Administration (all genders)

Lingoda

3d•Hybrid

About The Position

Lingoda is seeking an Head of Operations - Administration (all genders) based in Berlin, Germany. As Head of Operations - Administration, you will be responsible for overseeing the entire process for B2B / Health learners, from preparation to passing their exams. This includes planning and scheduling Kenntnisprüfungen and other exams, managing course and exam logistics, and building a lean, reliable, and cost-efficient function driven by KPIs and data. A key aspect of the role involves actively redesigning processes to incorporate automation and AI, reducing manual coordination. Within the first year, leadership of the Quality Management function will be integrated, making you accountable for the quality and certification standards of Health operations (AZAV, BA/SGB requirements). The scope includes Exam Planning (KP Planung), Health Ops administrative processes (Course & Exam Logistics), and Quality Management (phased within the first year). Key Performance Indicators include Cost per Exam, Exam Planning Speed, Exam Corridor Adherence, Pass Rate Contribution, Administrative Processes Performance, and Quality and Compliance.

Requirements

A degree in a relevant field (e.g., Business Administration, Operations Management, Healthcare Management).
3–5+ years in operational leadership, ideally leading teams of 15+ (direct/indirect) through team leads in scaling service or operations environments.
Experience with AZAV / SGB III or quality management systems (e.g., ISO 9001), or a clear willingness to build it quickly.
A proven track record in KPI-based steering of operations teams, using metrics such as SLA, throughput, backlog and quality.
Experience in process redesign and automation, with hands-on curiosity for AI tools and agentic workflows.
Experience in vendor/partner management and cost optimisation.
Change management experience, including leading teams through restructuring and new ways of working.
Excellent communication skills in German (C1) and English (C1).

Nice To Haves

Industry knowledge is a strong plus: exam planning and the recognition of international nurses in Germany (Anerkennung, Kenntnisprüfung).

Responsibilities

Lead the Exam Planning KP and Course & Exam Logistics teams through their Team Leads in a double-hierarchy setup.
Set clear KPI-based goals per area, derive structural improvement measures from data and forecasts, and continuously adapt processes, structure and tooling.
Hold disciplinary responsibility for your leadership team, including goal setting, regular feedback, development plans and, where necessary, corrective measures.
Evaluate and develop the exam partner network on capacity, cost and outcomes.
Own the full cost of exam delivery, including exam fees, partner costs, logistics, travel and equipment, and drive it down through partner selection, planning and process efficiency.
Ensure KPI-based steering of Course & Exam Logistics, identify operational risks and underperformance early, and initiate corrective measures.
Own the QM system, SOPs and internal audits, prepare and defend external audits, and ensure compliance with AZAV and BA/SGB requirements across Health operations.
Shape how we work with automation and AI, identifying where AI agents can take over repetitive, manual tasks.
Define and track KPIs and use dashboards, analyses and forecasts to steer the function and surface risks early.
Work closely with Course Delivery, Teaching, Sales/Account Management, Finance and external stakeholders (authorities, exam partners, BA) to keep learners on track.

Benefits

Free language courses
Regular team events
Opportunities for professional development
Approachable leaders and transparent communication
Company events and colleagues who are always happy to socialise + budgets towards team building events!
An inclusive environment with great team spirit and passion for languages
A well-structured and exciting onboarding process to set you up for success!
The possibility to work remotely from your home or in the office located in the heart of Berlin
Learning & development opportunities
Free access to our language classes
Mental Health programs
Corporate benefits & pension funds
30 vacation days per year
Free snacks & drinks at the office
The modern hardware necessary for your work
Flexible working hours