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 resolving escalations. The role requires a process-obsessed leader who can scale operations, leverage automation, and maintain compliance in a regulated healthcare 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 Operations and serve as the senior escalation point for major partners.
• Build and refine processes, playbooks and tooling to enable consistent team operation and improve service quality.
• Define metrics and reporting cadences to provide leadership with operational visibility.
• Lead, coach and develop the Transformation and Client Operations teams through their managers.
• Champion digital and AI adoption to automate or augment operational workflows.
• Maintain operational practices consistent with data protection, clinical governance and regulatory obligations.
• Oversee the Office Administrator and external IT vendor to ensure smooth workplace operations.

Required skills

• Stakeholder management
• Customer operations
• Process improvement
• Systems thinking
• 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

• Competitive salary
• 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 the first to receive a NICE recommendation for use across the NHS.