Head of Operations

**About this role**:
As the first digital hospital, we are rebuilding the healthcare experience from scratch. This is what allows us to provide patients with an outstanding level of care that we would love to experience ourselves.

Backed by renowned international investors, we are helping an ever-growing number of patients receive the highest quality of medical procedures the UK has to offer. To help us maintain this level of care, we are looking for a Head of Operations / Patient Pathways to expand our team with highly motivated and passionate people who thrive in a fast-paced and dynamic work environment.

As a Head of Operations / Patient Pathways, you will be a crucial part of fulfilling our mission to raise the standard of healthcare care and make it accessible to all. More precisely, you and your department are responsible for delivering the best possible patient experience every day, as well as developing new initiatives for further growth.

**What you will do**:

- Lead the Patient Pathways department, consisting of Team Leads, Patient Care Advisers and Operations Managers
- As a member of the management team, you own our day-to-day operations and are involved in defining our strategy and goals for your department
- Heavily grow the team, research and build processes, documentation and training to enable this - especially exciting as we are expanding to multiple new medical specialities
- Develop, motivate and empower your team through clear goals, structured development plans and regular feedback to ensure target achievement in line with Medbelle’s strategic objectives
- Support your team hands-on when required and guide them through complex cases
- Monitor, analyse and diagnose team and company performance as well as patient experience based on quantitative and qualitative data
- Ensure pathway operations comply with internal policies and industry standards
- Plan new operational initiatives to improve performance from start to finish involving stakeholders from different departments as well as externals
- Own and coordinate the recruitment plan and team budgets

**Who you are**:

- English speaker (native level)
- 5+ years prior experience as Head of Operations or another operational managerial role - you are confident to be the leading figure for a 20-strong team that is doubling to tripling within 12 months
- Prior full ownership of a department, project or product
- Working knowledge of operations management & sales team management
- Thorough understanding of project/program management techniques as well as change management principles
- Excellent knowledge of performance evaluation techniques and key metrics.
- Experience with growing (recruiting and training) teams
- Excellent communication: structured, professional, open, friendly and approachable
- Energetic, enthusiastic, and positive: possesses an ability to maintain team morale and motivation
- You thrive in a fast-paced environment and have impeccable time management, organisational skills and a strong ability to think on your feet and pivot when needed.
- Service
- and result-driven work ethic and the dedication to understand current workflows in detail to support the team in a hands-on manner
- Highly proactive, action-driven with a strong business acumen & pragmatism
- An analytical mindset with great problem-solving abilities, able to make use of data visualisation tools (e.g. Tableau/Looker/Metabase/PowerBI/ ) and effectively collaborate with a business intelligence team
- Understanding of unit economics, profit & loss statements and hypothesis testing
- Strong working knowledge of CRM processes (Salesforce, HubSpot Sales, Zoho )

**Bonus points**:

- Healthcare experience
- Tech startup experience
- Professional education in business administration or a related field

**What we offer**:

- Competitive salary + bonus + benefits
- Visa and relocation support
- Flexible working-from-home schedule including up to 4-weeks per year of fully remote work from anywhere in the world
- Competitive yearly holiday allowance
- Urban Sports Club (All-sports/gyms-in-one) membership / Gym membership
- Mental health support with a subscription to Mindsurance coaching and therapists
- An in-office Yoga/meditation space as well as a subscription to the Headspace meditation app
- Independent Cultural Societies provided with a generous budget to organise events, meet-ups and cultural exchange evenings for themselves and the wider team
- Employee Training & Development budget
- Corporate benefit discounts
- German classes to help the team integrate and settle in Berlin
- Weekly company brunches & lunches & Friday drinks, fresh fruit, snacks, fairtrade coffee and Yorkshire Tea is available in our kitchen every day. We also collaborate with local start-up GoTiger App to provide us with weekly rotations of exciting Asian food for your enjoyment throughout the week
- Regular team events, including Summer and Christmas parties

**Further information**:
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