Operations Director

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

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. Our 2023 global revenue was $80m, and we're set to more than double this in 2024 as we look to surpass $200m and positively impact the daily lives of more people than ever before. 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

We are seeking an Operations Director to lead global clinical operations at HeliosX. This new role is an exciting opportunity to join an innovative team providing prescription weight-loss, dermatology, and men's health solutions in a digital health setting going through a stage of hyper-growth.

HeliosX employs a team of over 150 clinicians (and growing rapidly) to diagnose, prescribe, and provide follow-up support to our customers. In this role, you will be responsible for delivering service excellence across all brands and geographies, with responsibility for ensuring cost, SLAs, and service quality metrics meet targets, while mitigating for and solving issues when off-track. This role will also provide project management leadership, delivering improvement projects and service launches as we continue to launch brands and markets across the group.

This is a cross-functional role, working closely with the Medical team to ensure safe, efficient, and effective care is delivered by our team of clinicians, whilst also partnering with Growth and Pharmacy Ops to ensure capacity is in-sync with targets. This role requires a hands-on, highly analytical, and detail-oriented leader who excels in a fast-paced environment.

It is a full time, permanent role. The successful candidate will have a hybrid working arrangement, with two days per week expected on site at our HQ in Central London.

What you'll do

Leadership

• Develop and implement strategies to optimise clinical service delivery, ensuring alignment with business objectives and regulatory compliance
• Lead and mentor the Operations & Performance and Clinician Onboarding & Engagement teams
• Cultivate an action-oriented team that values urgency and outcomes.

Workforce Management/Resource Planning

• Ensure clinical service SLAs are met consistently by building a flexible and scalable workforce across all geographies, aligned to growth targets
• Oversee capacity planning, aligning hiring targets with business growth, and ensure robust workforce models are maintained
• Oversee team processes to monitor work streams day-to-day.

Performance Analysis and Reporting

• Set the budget for Clinical Operations cost-to-serve, in agreement with Medical
• Manage teams to deliver timely, accurate, and insightful service performance reporting to leadership and cross-functional teams, identifying and prioritising opportunity areas
• Proactively inform the business of any potential issues impacting the service, and lead Clinical Ops and influence cross-functional teams to resolve
• Be the subject matter expert (and coach team members to develop subject matter expertise) in clinical/telehealth systems, processes, data, and reporting.

Clinical Engagement and Onboarding Oversight

• Own the onboarding and engagement strategy to optimise team performance and track clinician retention and satisfaction
• Oversee team initiatives to address training gaps and enhance clinician experience.
• Drive a culture of continuous improvement by implementing best practices and innovative solutions to enhance clinical operations
• Partner with Ops Excellence, Product, and Medical teams to innovate on processes and systems to deliver step-changes in efficiency and quality.

What you'll bring to HeliosX

• Proven experience leading or consulting to large-scale digital operations in telemedicine or healthcare
• Exceptional data and analytical skills
• Deep understanding of service delivery metrics, including SLAs, cost management, and quality KPIs
• Excellent cross-functional collaboration and leadership capabilities
• Effective project manager in a fast-paced setting
• Understanding of the UK and US telemedicine regulatory landscape
• Thrive in a fast-paced and rapidly changing environment.

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)