Head of Clinical Operations

Location: Shoreditch, London Working Structure: Office based (Thursdays we work from home) Reports to: Operations Director Salary: Up to £90,000 Who Are We? Since cannabis was legalised for medical use in the UK in 2018, Cantourage UK has been at the forefront of shaping one of the fastest-growing areas of private healthcare. Today, our clinic is the beating heart of that mission: a CQC-regulated service delivering specialist consultations, patient pathways and digital care to thousands of people nationwide. Our clinic brings world-class clinical practice, regulated tele-health and prescribing into a modern, accessible model of care. It's where standards are set, outcomes are created and the patient experience is defined. Zooming out, Cantourage UK holds a unique position across both clinical care and pharmaceutical supply - with Home Office, MHRA and wholesale licensing that allows us to operate at every point of the chain. With a solid foundation in both clinical delivery and regulated supply, we are ready to scale intelligent, compliant, patient-centred healthcare at national level. What's the purpose of the role? You will own the operational, governance and regulatory backbone of the clinic - ensuring our services are safe, compliant, scalable and deeply centred around patient outcomes. You'll translate strategic ambitions into systems, pathways, standards and measurable results. From CQC readiness, clinical governance frameworks and incident management, to KPI delivery, prescribing quality and patient experience. This is full ownership. As a senior leader working directly with the C-suite, you'll be accountable for day-to-day operational excellence, regulatory assurance, and the continuous improvement of our clinical services. You will fuse operations, governance and clinical leadership into one coordinated, high-performing whole. What impact will you create? Regulatory & CQC Excellence Lead the clinic's full regulatory posture - CQC, GMC, GPhC, MHRA, GDPR, safeguarding and controlled substances Deliver inspection-ready quality standards, governance frameworks and evidence trails Implement the systems, audits and controls that make compliance predictable rather than reactive Operational Engine, KPIs & Performance Reporting Own the metrics that define operational and clinical success: onboarding timelines, prescribing activity, patient satisfaction, active patient base growth Build reliable reporting rhythms and performance dashboards that keep the C-suite informed, aligned and able to make fast decisions Leadership Across Clinical & Patient Experience Teams Directly lead consultants, independent prescribers, governance leaders and patient services Build an operating model where clinical, operational and pharmacy teams are aligned, consistent and delivery-focused Pathways, Systems & Continuous Improvement Architect and optimise every patient-touching pathway: onboarding, prescribing, monitoring, reconciliation, escalation, incident response Standardise policies and SOPs that scale safely while supporting innovation Anticipate regulatory shifts and future patient needs - shaping models of care ahead of the curve Incident, Risk & Complaint Oversight Establish gold-standard systems for incident reporting, RCA investigations, complaints handling and organisational learning Own visibility, transparency and executive-level response Strategic Delivery & Clinic Innovation Act as C-suite partner in designing the clinic's long-term care model Champion digital health, data-led decision making, and operational innovation that improves outcomes and efficiency What will you bring to the table? Proven experience as a CQC Registered Manager, or direct leadership of successful CQC inspections Strong track record leading operations across clinical and patient-facing functions Deep knowledge of UK healthcare regulation (CQC, GMC, GPhC, GDPR, controlled substances and Health & Social Care Act) Experience building systems, frameworks and operational models that scale Gravitas to influence at C-Suite level and lead multi-disciplinary teams Demonstrable competence in performance oversight, governance, and patient outcomes Extra credit if you have... Experience in medical cannabis, digital health, telemedicine or specialised private healthcare Exposure to private prescribing, patient access frameworks and regulated supply models Led digital transformation or pathway redesign in clinical services Built outcome-measurement frameworks for patient experience and safety Who wouldn't thrive in this role? Someone who wants to sit in the passenger seat rather than own the wheel Someone who prefers maintaining what exists rather than designing what comes next Someone who wants rigid instruction rather than autonomy, judgement and leadership Someone who sees compliance as a box-tick, not an operating standard What do we offer? 36 days annual leave (which includes your birthday and public holidays) Discretionary annual bonus Comprehensive private medical insurance ClassPass Membership (great for gyms, fitness classes, yoga, massages & more) Cycle-to-Work Scheme Growth Guru Mentorship Scheme Equal opportunity declaration: Cantourage UK is an equal opportunity employer and is committed to providing a workplace that is free from discrimination and harassment. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected characteristic under applicable law.