Customer Experience Manager

Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey. You'll be responsible for managing a team of agents, developing processes, and driving performance-making sure we're delivering the best possible care while also operating efficiently.

This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL. You'll play a key role in optimising our operations, scaling the team effectively, and ensuring we're always improving the experience we offer.

You're someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service.

What you'll do:

• Managing a team of Patient Experience Specialists, setting clear expectations and driving performance
• Coaching and developing your team, ensuring every agent has the support and guidance to succeed
• Building a strong team culture that motivates and empowers agents to provide the best experience
• Identifying trends in patient contacts, feedback, and complaints-then leading initiatives to improve our processes
• Working closely with cross-functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need
• Using data to track performance, set ambitious targets, and drive continuous improvement

How you operate:

• Think big - you're inspired by frighteningly ambitious solutions to big patient problems and your team's problems, you approach them from first principles and you have the determination to clear hurdles to get there.
• Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions.
• Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team.

Minimum Requirements:

• You have experience managing a customer support team in a fast-paced environment, ideally within healthtech, or a similar industry
• You're passionate about coaching and developing people-you love seeing your team succeed
• You're highly organised and comfortable balancing multiple priorities
• You're comfortable using data to track performance and make informed decisions
• You have a "roll up your sleeves" attitude-if something needs fixing, you're happy to get stuck in
• You're excited about what we're building at MANUAL and want to help shape the future of patient experience
• You can work from our London HQ London Bridge 3 days per week

BENEFITS

• Share option scheme
• Private medical insurance
• £400 annual learning & development budget with Learnerbly
• Gym & wellness benefit with Wellhub
• Hybrid role based in London Bridge 3 days a week with lunch once a week
• Cycle to work scheme
• Electric car scheme
• 25 days holidays and generous parental leave & flexible working policies
• Annual company retreat
• A fun and friendly working environment with sharp and motivated co-workers
• Join in the early stages of one of the most promising start-ups in the health & wellness space

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We're destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one's health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond.

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK's fastest-growing healthtech and help supercharge our mission.

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.