Senior Operations Manager
2 weeks ago
How we started:
Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever - achieving profitability through innovation and a highly disciplined approach to growth.
Where we are now:
We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products - spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (200% year-on-year growth). We're looking to do the same in 2025; move into new territories and further accelerate our growth journey. There's never been a more exciting time to join HeliosX.
Where we're going:
Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.
Come be a part of making our dream of easier and faster healthcare a reality
The Opportunity
HeliosX employs a team of over 300 clinicians delivering diagnosis, prescribing, and clinical follow-up support to millions of patients across our telemedicine platform. The Clinical Operations team builds, optimises, and scales the systems, processes, and support structures that enable our clinicians to deliver pathways safely and efficiently.
As Senior Operations Manager (International), you'll drive clinical service excellence across the international markets (currently Germany and US), managing workforce planning and leveraging performance insights to drive operational efficiency and patient experience improvements.
This role partners closely with Medical and Product to implement new service launches.
What you'll do
- Deliver robust recurring service performance reporting, identifying root cause of variance to targets for all service KPIs.
- Ensure continuous improvement initiatives are properly scoped upfront, with clear definitions of success, and lead the team to deliver these on time, providing regular status updates.
- Work closely with Medical to support them in improving patient safety and customer outcomes, without compromising service efficiency.
- Be the Clinical Ops subject matter expert (SME) to the rest of the business, inputting (or guiding the team to input) on cross-functional launches impacting the clinical service.
- Own SLAs across all clinical workstreams.
- Maintain robust capacity plans and resource models, aligned to latest forecasts, optimising resourcing mix for cost.
- Manage and develop a small team, including Operations Analysts and Clinical Team Leads, who manage the prescribing team.
- Supervise the team to execute required compliance processes on-time.
- 5+ years experience in operations or management consultancy, with at least 2 years of managing a small team.
- Nice to have: experience of telehealth markets in the US or EU.
- Proven track record managing complex operational functions and achieving performance targets.
- Problem-solving skills with ability to resolve complex operational challenges under pressure.
- Deep understanding of operational processes, workflow optimisation, and performance management.
- Experience with capacity planning.
- Advance data modelling, analytics and perfo
At HeliosX, we're building the future of healthcare. That means we need brilliant, mission-driven people who are excited to innovate, scale, and create change.
Here's what you can expect:
- 25 Days Holiday (+ public holidays)
- Private healthcare, including dental and vision cover
- Employee Pension with Smart Pension and enhanced parental leave
- Cycle-to-work and Electric Car schemes
- Free monthly products from Dermatica and MedExpress, plus family discounts
- Home office allowance
- Wellbeing perks: Headspace subscription, gym discounts, L&D budget, and free Audible subscription
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