Head of Customer Operations

About the role

You will own the operational delivery of transformational services from implementation through to ongoing live operations, ensuring partners and patients receive a consistently excellent experience. You will lead two customer-facing teams, Transformation and Client Operations, while managing operational noise and scaling processes. The role requires a process-obsessed leader who can leverage data and automation to remove friction from the customer journey in a regulated environment.

Responsibilities

• Own the end-to-end operational performance of the customer delivery function, ensuring a safe, reliable and scalable service.
• Act as the main cross-functional point of contact for the Operations function and serve as the senior operational escalation point for major partners.
• Build and refine the processes, playbooks and tooling that enable teams to operate consistently while improving service quality.
• Define metrics and reporting cadences to provide leadership with visibility.
• Lead, coach and develop the Transformation and Client Operations teams through their managers and directly.
• Champion digital and AI adoption within teams to automate or augment work.
• Maintain operational practices consistent with data protection, clinical governance and regulatory obligations.
• Oversee the Office Administrator and external IT vendor to ensure workplace facilities run smoothly.

Required skills

• Stakeholder management
• Customer operations
• Process improvement
• Incident management
• Crisis management
• Line management
• Data-driven decision making
• Health tech

Nice to have

• AI workflow automation
• Data protection
• Clinical governance
• Change management

Qualifications

• Background in health tech, healthcare or an adjacent regulated industry

Benefits

• Share options package
• Private healthcare
• Company pension
• 25 days annual leave
• 5 day company shutdown in August
• Enhanced parental leave
• Salary sacrifice nursery scheme
• Bike to work scheme
• Training budget

About the Company

Skin Analytics is an award-winning health tech company that deploys skin cancer pathways using AI as a medical device. They are the only AI as a medical device approved to make clinical decisions autonomously in the cancer space and are the first company to receive a NICE recommendation for use across the NHS.