Business Unit Leader (Expert-Assisted Services)

• We’re hiring a Business Unit Leader, Expert-Assisted Services to drive and scale this business area as a key growth engine


• This senior role requires commercial and general management skills—defining customer segments, service design, pricing, demand generation, conversion, retention, and efficient scaling without compromising trust or quality


• You’ll balance growth, margin, capacity, costs, and outcomes, working closely with peers across Product, Operations, Marketing/Growth, Data, and Finance, and aligning teams to business and commercial goals


• Business leadership: Set ambition, priorities, and execution plans, owning revenue, margin, conversion, retention, and outcomes


• Customer strategy: Identify high-value segments and craft differentiated propositions and journeys


• Pricing and packaging: Build offers addressing diverse needs, complexity, and willingness to pay, ensuring revenue quality and margin


• Growth engine: Boost acquisition, booking, retention, and renewal through disciplined experimentation


• Service model: Balance demand, expert capacity, quality, handling time, and cost; determine where automation or human expertise adds value


• Product, commercial, and ops: Collaborate to translate insights into scalable roadmaps and workflows


• AI integration: Apply AI to enhance customer guidance, personalization, delivery, QA, and workflows, maintaining quality and trust


• Performance discipline: Create KPIs, forecasts, dashboards, and reviews to drive focus and accountability


• Organization building: Define capabilities and ownership, prioritize hiring, and improve cross-functional execution


• Within 12 months: clearer customer/value proposition, structured pricing and offers, and a focused growth plan


• Accelerated, more predictable revenue and recurring revenue growth


• Improved conversion and retention via better product–customer fit


• Stronger margins and unit economics through pricing, scope, and capacity alignment


• Scalable operating model integrating automation, AI, and human expertise


• Comprehensive commercial and operational KPIs (revenue, conversion, gross margin, time to submit, service quality, CSAT/NPS, chargebacks)


• Operating cadence enabling faster, data-driven decisions across teams


• Reports to: COO or designated leader

Benefits

• A chance to do meaningful, people-centric work with an international team of passionate professionals


• Holistic wellbeing with free mental health coaching sessions, yoga, and a discounted membership to Urban Sports Club


• A monthly allowance to spend on home support services, including childcare, housekeeping, pet sitting, tutoring, and elderly care


• Employee stock options for all employees—because everyone deserves to benefit from the success they help to create


• Dedicated relocation and visa support for those that need it


• 30 annual vacation days and flexible working hours


• Full trust to take ownership of your work in a flat hierarchy where feedback is encouraged and expected


• A generous learning budget to support your personal and professional development and guidance from our internal L&D experts


• Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip


• Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible


• Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions


• Have a four-legged friend in your life? We’re happy to have dogs join us in the office

• Track record designing or refining pricing and propositions for varied customer needs


• Builder mindset—moving from diagnosis to action


• Experience scaling hybrid digital/human service models


• Deep understanding of service operations (capacity, utilization, quality, CX, cost-to-serve)


• Deep knowledge of the German or DACH consumer market


• Data-driven, hypothesis-led in ambiguous settings


• Proven cross-functional leadership beyond hierarchy


• Professional German (C1+) and fluent English


• Extensive experience in GM, commercial leadership, growth, operations, or BU leadership within tech-enabled services


• Strong commercial judgment across acquisition, conversion, retention, and recurring revenue


• Direct responsibility for revenue and P&L (pricing, margin, unit economics)


• Software- or tech-enabled consumer services


• Businesses integrating digital funnels with human support


• Marketplaces or managed services balancing demand, expert capacity, and quality


• FinTech, TaxTech, LegalTech with a significant human-service aspect


• We favor leaders who have built or scaled:


• Subscription businesses with operational complexity


• Digital health, care, coaching, or advisory platforms


• Turn strategy into experiments, operating rhythms, and measurable results


• Use data for decisions, acting without waiting for perfect info


• Create cross-functional clarity and rally teams around business goals


• Prioritize customer trust and delivering the right service for sustainable growth


• Comfortable with customer segmentation, pricing, margin, utilization, and quality


• Think and act like an owner, making strategic choices