Director of Operations

Thanks for stopping by! We're Doctor Care Anywhere: a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare - and that all starts with our brilliant team.

We are the UK's largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide healthcare services to more than 2 million patients every year. From doctors and designers to software developers and marketers - we're proud of our people, who love working together to enhance patient experiences for the better.

Your new role: The Director of Operations (DOO) is a member of the Executive Leadership Team (ELT) and will support the development and delivery of DCA's strategy by ensuring efficient and joined up operations are delivered seamlessly across the business to meet our customer needs. You will support in delivering a commercially sustainable service that fosters a culture of continuous improvement and collaboration to achieve an excellent customer, patient and clinician experience while maintaining safe and effective services.

This is a newly created role that will bring together all areas of operations of the business into one area and therefore you will be confident in merging teams to drive ownership and accountability and optimise processes to reduce inefficiency. You will be digitally literate and have the ability to transform manual processes with efficient digital tools to drive an increase in value add.

This position is hybrid, requiring travel to the London office, approximately 2-3 days per week.

Application Deadline: Thursday 23rd January Midday.

Circa Salary: £100,000 per annum depending on experience

Key Accountabilities/Responsibilities: Strategic Leadership

• Support the delivery of DCA's strategy and drive the implementation of efficient, scalable business operations.
• Deliver exceptional patient and clinician experiences through clinically safe and effective service models.

Patient Experience

• Drive strategies to ensure exceptional patient experiences within first-line support operations.
• Establish efficient processes, maintain SLAs, and ensure patient interactions align with safety and quality standards.

Regulatory, Governance and Compliance

• Ensure adherence to legal, regulatory, and organisational requirements.
• Ensure compliance with governance and company policies.
• Oversee policy development, manage risks, and promote a culture of accountability and transparency.

Workforce Optimisation

• Develop and implement workforce plans to address current and future needs.
• Focus on optimal staffing, employee engagement, retention, and aligning talent with organisational objectives.
• Deliver a clinical liaison service to our clinicians and ensuring effective oversight and first line response management.

Clinical and Business Operational Excellence

• Collaborate with the ELT to align business operations with other business areas and activity.
• Work with wider stakeholders to develop and implement a digital roadmap that supports scalable operations and service innovation.
• Streamline operations through continuous process improvements, data analytics, and integration of innovative solutions.

Additional Responsibilities

• Undertake additional responsibilities as directed by the CEO or Board to contribute to the overall success of the organisation.

Experience / Attributes

• A seasoned executive with a breadth of operations in a high growth business.
• A strategic customer service/operations leader who has experience of leading and improving business operations to optimise the customer experience.
• The ability to contribute and collaborate as a member of the Executive Leadership Team, and to work effectively with the Board and key business partners. They must bring strong stakeholder management skills and demonstrate a high degree of executive presence.
• Prior experience in the healthcare industry is essential.
• Prior experience of a highly regulated industry is essential.
• Strong cultural fit with DCA; energetic, tenacious and resilient.
• Comfortable operating in a fast-paced, dynamic and constantly evolving environment.
• Comfortable in an entrepreneurial, growth stage business, including working to refine and improve imperfect systems and processes.
• Bring a continuous improvement mentality alongside excellent organisational skills.
• A hands-on, inclusive and proactive leader who is a team player and can coach, mentor and develop the team.
• Aligned to the values of DCA and passionate about and motivated by the business model, the services and vision.

Doctor Care Anywhere is committed to safeguarding and promoting the welfare of its patients and expects all Colleagues to share this commitment. This post is subject to satisfactory DBS and reference checks.