Operations Manager - UK

Hola health, a brand of Packapill Pty; Remote; GBP 45,000 - 65,000; Full time

Job summary

A healthcare technology service provider is seeking an Operations Manager in the UK. The role focuses on designing processes, managing customer support, and onboarding doctors to ensure operational excellence. Candidates should have experience in operations and the ability to improve workflows and efficiency. This position offers a dynamic working environment with opportunities to shape the local healthcare landscape.

Qualifications

• 4+ years’ experience in operations, preferably in healthcare or service delivery.
• Proven ability to work independently and adapt to changes.
• Experience with compliance and process improvement.

Responsibilities

• Design and adapt processes to meet market requirements.
• Serve as escalation point for customer support issues.
• Track and report on key performance metrics.

Skills

Operational efficiency improvement

Customer support management

Analytical skills

Stakeholder management

Process design

Job description

We are on a mission to transform the healthcare sector by providing accessible healthcare solutions ranging from on-demand telehealth consultations with accredited doctors, to same-day medicine and pharmaceutical product delivery.

Hola Health was announced as the 4th fastest-growing company in Australia on the prestigious 2024 AFR Fast 100 list presented by the Australian Financial Review.

Position Overview

The Operations Manager will play a critical role in establishing and scaling Hola Health’s services in the UK. As one of the first ‘on-the-ground' team members, this role is primarily responsible for designing and adapting business processes to meet UK market requirements, onboarding and engaging doctors, delivering excellent customer support and ensuring operational excellence.

The Operations Manager will initially report into the company CEO during the market launch phase, and then into the Country Head with a dotted line to Global Operations on an enduring basis. The person will operate as the key link between local execution and global standards.

Key Responsibilities

Process & Technology Improvements

• Design and adapt processes to meet unique market requirements.
• Identify gaps and recommend improvements in workflows, systems, and technology to increase efficiency and scalability.
• Maintain accurate and accessible documentation of processes and SOPs.

Customer & Operational Support

• Serve as the escalation point for Line 2/3 customer support issues, ensuring timely resolution.
• Troubleshoot live operational issues, escalate clinical risks appropriately, and ensure a seamless patient and doctor experience.
• Partner with marketing to balance supply and demand, ensuring roster coverage supports campaign activity and growth.
• Provide feedback on market-specific nuances and requirements to global product and operations teams.
• Contribute to cross-functional initiatives and localise global processes for the market.

Performance Management & Reporting

• Track, analyse, and report on key metrics including doctor capacity, service levels, and customer satisfaction.
• Share insights with leadership and recommend actions to improve performance.

Doctor Engagement & Onboarding

• Lead onboarding and credentialing of new doctors, ensuring compliance and readiness to practice.
• Build and maintain strong relationships with doctors to support engagement, retention, and operational excellence.
• Manage doctor rostering to align supply with patient demand.

Qualifications & Experience

• 4+ years’ experience in operations – experience in healthcare or service delivery is a bonus but not a requirement
• Proven ability to work independently, adapt quickly to change, and thrive in dynamic environments
• Experience with compliance and process improvement
• Strong analytical skills with experience using data to drive decisions
• Excellent stakeholder management skills, with the ability to collaborate across marketing, product, and global operations
• Comfortable balancing hands-on execution with process design and continuous improvement

What Success Looks Like

• Local processes and systems are continuously improved to match market needs.
• Doctors are onboarded, credentialed, and rostered smoothly and efficiently.
• Customer issues are resolved quickly, with minimal escalation.
• Marketing activity is supported by the right supply at the right time.
• Market-specific insights shape product and operations improvements at a global level.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitals and Health Care