Process Automation Engineer - Operations (all genders)

Role Overview

Join a team working to shape the next generation of insurance operations. In this position, you will be the hands-on specialist building automation and AI capabilities for Operations. Reporting to the Head of Strategic Operations, you will design, develop, and maintain automated workflows and AI-enabled solutions that improve efficiency, reduce operating costs, and enhance the customer experience across key operational areas.

You will turn the Operations automation and AI roadmap into dependable live solutions, working directly with tools such as Zendesk, n8n, and both self-hosted and cloud-based AI models. Your work will be closely aligned with Product & Engineering, who own the claims engine and the main claims automation work, while you also collaborate with Customer Support, Claims, Finance, Sales, and other teams to spot and deliver high-value automation opportunities.

This role is a chance to build a specialism in applied AI and automation within insurance operations. You will not only support and operate existing automations, but also help expand this capability over time. Deep AI expertise is not required from day one; what matters is strong motivation to grow into the area and develop real depth on the job. The role starts as an individual contributor position, with room to grow into leading a small team in the future.

Responsibilities

• Create, test, deploy, and support end-to-end automation flows and AI-powered workflows using n8n and integrations across the operational tool landscape.
• Deliver practical AI applications such as classification, summarisation, drafting, and routing using self-hosted as well as cloud-hosted AI models.
• Convert the Operations automation and AI roadmap into production-ready solutions, while keeping claims-engine automation within Product & Engineering.
• Take full ownership of automation reliability, including monitoring, exception handling, and ongoing improvements.
• Own the Zendesk environment by configuring it, keeping it up to date, and continuously refining it for operational requirements.
• Build Zendesk automations that reduce manual work and shorten response times.
• Introduce AI-supported triage, tagging, routing, and response drafting for Customer Support.
• Increase automation coverage and self-service while maintaining customer satisfaction.
• Work with Product & Engineering to identify operational improvements around claims and build the supporting automations that sit outside the core engine.
• Explore relevant Product & Engineering processes and workflows in depth when needed to enable complete claims automation.
• Automate internal operational processes such as payments and other repetitive manual tasks.
• Partner with counterparts in other functions, including Sales, to build and maintain automated connections between Operations and the rest of the business.
• Document workflows and standardise automated processes so they remain maintainable and scalable.
• Track automation outcomes against clear metrics such as automation rate, handling time, and cost savings.
• Work with data analysts to identify opportunities and assess performance.
• Share clear reporting on automation effectiveness and return on investment.
• Build solutions with reliability, data protection, and auditability as core design principles.
• Apply human-in-the-loop controls where automated decisions carry higher risk.
• Coordinate with Legal to ensure solutions comply with GDPR, risk carrier expectations, and internal standards.
• Work day to day across teams using the Atlassian suite, including Jira and Confluence.
• Serve as a subject matter expert and advocate for automation and AI within Operations.
• Capture knowledge and document solutions to support scaling and future team expansion.

Requirements

• A bachelor’s or master’s degree, or comparable practical experience.
• At least 3 years of hands-on experience in automation, business systems, RevOps, integrations, or a similar technical role.
• A strong record of independently building and launching production-grade automations from start to finish.
• Strong interest in AI and the ambition to develop deep expertise while working; prior hands-on AI experience is helpful but not mandatory.
• Practical experience with workflow automation platforms such as n8n, plus API and webhook integrations.
• Genuine curiosity about AI and fast learning ability; exposure to self-hosted or cloud-based AI models, including LLMs, is an advantage.
• Comfort working with data and partnering with analysts to measure impact; basic SQL knowledge is a plus.
• Experience with Zendesk and the Atlassian tools Jira and Confluence is a strong advantage.
• Strong ownership mindset and the ability to take an issue from concept through to a reliable, monitored solution.
• Excellent communication and stakeholder management skills, with the ability to bridge technical and operational audiences.
• Fluency in both English and German.

Benefits

• Competitive fixed salary.
• 28 days of vacation to start, increasing every two years up to a maximum of 30 days.
• Public holidays on December 24 and December 31.
• Choice between a free Swapfiets bike, a BVG “Umweltticket,” or a subsidised Deutschlandticket.
• Flexible hybrid working, with the option to work from home or from the Berlin-Mitte office.
• Ability to work from another EU country for up to 60 days per year.
• Free coaching sessions through nilo.health for mental wellbeing support.
• Opportunity to try the company’s own products, including dentolo, petolo, or vitolo.
• Learning budget starting at 750 EUR per year.
• Regular 360-degree feedback.
• Summer and winter company celebrations.
• Regular team events.
• Access to discounts through the corporate benefits platform.
• Two community days each calendar year.
• Pet-friendly office.

About the Company

Founded in 2015, getolo GmbH is an award-winning insurtech business offering supplementary insurance products in dental, pet health, liability, and health add-on coverage. Through its brands dentolo, petolo, and vitolo, the company supports more than 200,000 customers in Germany with digital, low-friction protection designed to fit naturally into everyday life.

The company focuses on prevention, customer-oriented service, and financial security to help protect customers and their families from unexpected expenses. Its team of insurance and market specialists continuously monitors industry developments to create practical solutions for current needs.

With roughly 200 employees, the company operates with a collaborative, innovative, and agile culture, and is led by Daniel Gadea (CEO) and Laura Wulff (CGO). It partners with DA Direkt and is part of the Zurich Group Germany.

Equal Opportunity

The employer is committed to diversity and equal opportunity. A welcoming and inclusive environment is valued for people of all ethnicities, genders, gender identities and expressions, sexual orientations, abilities, appearances, social backgrounds, marital statuses, ages, and religions or beliefs. Applications are assessed based on experience and motivation, and applicants may choose which personal details to share.

Contact

Recruiting Team

jobs@getolo.com

Additional Information

This is an individual contributor role with the potential to grow into leading a small team in the future. The position is based in Berlin and is intended for onsite work, with flexible hybrid arrangements available.