Senior Operations Manager (Health Tech) (32020)Join our team and be part of a company that truly lives its values. With our expertise and commitment to innovation, we aim to build trust and make health and wellness accessible to all. By fostering inclusivity and care, we work collaboratively to improve the well-being of our colleagues, customers, and communities.
The Role: We're looking for an experienced Senior Operations Manager (Health Tech) for a 12-month fixed-term contract to lead the day-to-day operations of our H&B&Me platform, ensuring a seamless experience for both B2C and B2B users. In this role, you'll support customer service excellence, manage the delivery of testing services, and drive the launch of new features and B2B offerings. If you're a problem-solver with a passion for health tech, join us in enhancing wellness journeys for our users.
Key Responsibilities: Oversee H&B&Me customer support, ensuring prompt and efficient service.Lead testing service delivery across digital and omnichannel touchpoints.Develop training materials for both in-house and B2B support.Cover operational responsibilities of the Operations Lead during maternity leave.Manage app subscription support and optimise customer service processes.Map and optimise end-to-end customer journeys for new and existing app features.Support B2B customer pathways, training, and logistics for testing services.Collaborate with cross-functional teams to drive continuous improvement.Location: This role is based in London, with occasional travel to other H&B locations as needed. We support flexible, hybrid working arrangements, with a minimum of 2 days in the office to foster collaboration and productivity.
The Person: Previous experience in Health Tech operations or consumer-focused service delivery is essential.Strong project management skills, especially in agile environments.Experience with escalated customer service issues and managing third-party SLAs.Data-driven, using insights to enhance customer experience and service delivery.Excellent communicator, skilled at stakeholder management and cross-functional collaboration.Passionate about health and wellness, with a customer-centric focus.Join us in shaping the future of wellness with H&B&Me!
What we offer: Our Benefits for this role include, but not limited to:
H&B Employee Discount - 25%BonusPension company contribution33 Days Holiday per year (Inclusive of bank holidays)Private Medical CareExclusive benefits, free advice and savings from a range of retailers and providersElectric Car SchemeWe're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.
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