Senior Operations Manager

5 days ago

London, Greater London, United Kingdom Numan Operations Limited Full time

About Numan

Founded in 2018, we've already grown to be a 200+ team distributed across the globe united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we've built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.

To deliver on our transformative mission, we are guided by our 5 company values:

  1. Patients first.
  2. Deliver sustainable results at speed.
  3. Own the quality.
  4. Succeed together.
  5. Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission

The Role

We are seeking a highly skilled and motivated Senior Operations Manager to drive the day-to-day execution of our customer service function. As part of the Customer Operations team, you will be responsible for ensuring the smooth operation of our customer care team, managing workflows, and optimising real-time service performance.

Your role will be focused on operational efficiency, workforce planning, and process improvements, ensuring that our customer service team delivers a high standard of support through multiple channels.

You'll be:

  • Overseeing the day-to-day execution of customer service operations, ensuring workflow efficiency and adherence to SLAs.
  • Monitoring and managing key performance metrics from the operational scorecard, identifying trends and implementing immediate corrective actions where necessary.
  • Managing and developing Team Leaders and Senior Agents to lead live service with excellence.
  • Leading real-time performance management, making sure team members meet productivity and quality benchmarks.
  • Managing shift planning and workforce allocation to ensure optimal coverage based on demand. Implementing and overseeing quality assurance processes, maintaining high standards in customer interactions.
  • Overseeing recruitment, onboarding, and training to build and maintain a high-performing team.
  • Driving operational improvements that enhance efficiency, streamline processes, and improve service consistency.
  • Serving as the key escalation point within the team, handling urgent issues as well as crisis management.
  • Collaborating cross-functionally with internal teams such as the dispensary, clinic, and coaching functions to resolve service-related issues.

We're looking for someone who has experience with:

  • Working in a fast-paced, high-growth environment (startups or scale-ups preferred).
  • Managing customer service teams with a focus on operational execution and tactical problem-solving.
  • Live operational performance management, workforce planning, and data-driven decision-making.
  • Optimising multi-channel service delivery across chat, voice, and web/email.
  • Using customer service technology platforms (e.g., Intercom, Zendesk, or similar).
  • Leveraging AI-driven tools and automation to drive process improvements and enhance operational workflows for greater efficiency.
  • Handling escalations and crisis management, with a strong ability to resolve issues efficiently.

It's a bonus if you have:

  • Background in a regulated industry or MedTech.
  • Familiarity with capacity forecasting and workforce analytics.

Our benefits include...

  • Share options.
  • 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
  • Health insurance with Vitality.
  • Enhanced maternity and parental leave.
  • Nursery benefit provided by YellowNest.
  • Employee assistance programme (access to therapy, financial planning and discounts).
  • Generous pension (includes both employee and employer contributions).
  • Flexible working options, including a dog friendly office in Farringdon.
  • Personal training and development budget via Learnerbly.
  • Wellhub membership, giving you access to over 2,000 locations in the UK.
  • Free office snacks including breakfast items, soft drinks, tea and coffee.
  • Cycle to work scheme.
  • Season ticket loan.
  • Discount to Numan products for your friends and family.
  • Paid volunteering days.
  • An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.

#J-18808-Ljbffr

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