Clinical Operations Director

Clinical Operations Director

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There's never been a more exciting time to join HeliosX.

Where we're going:

Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

The Opportunity:

HeliosX employs a team of over 300 clinicians delivering diagnosis, prescribing, and clinical follow-up support to millions of patients across our telemedicine platform. The Clinical Operations team is the engine that delivers the clinical service - we build, optimise, and scale the systems, processes, and support structures that enable our clinicians to deliver our pathways safely and efficiently. Working in partnership with our Medical team, who set the clinical pathways and safety standards, we ensure our clinicians have everything they need to deliver exceptional patient care.

As we continue our rapid growth trajectory, we are seeking an experienced Clinical Operations Director to lead and scale our clinical service delivery. This is a pivotal leadership role responsible for managing a team of operations managers to deliver high-quality, cost-effective care at scale, across brands and geographies. You will bring deep expertise in clinician workforce planning and performance management strategies, with a proven track record of partnering with Product teams to innovate workflows. This role demands strong project management skills and cross-functional collaboration, alongside the ability to establish and execute robust operational rhythms, ensuring consistent processes, reporting, and team performance at scale.

This is a full time, permanent role. The successful candidate will have a hybrid working arrangement, with two days per week expected in our Central London HQ.

What you'll do:

Clinical Ops Leadership:

• Set strategy and oversee delivery of all clinical operations aspects: prescriber onboarding, workforce planning, and performance management
• Build and own the Clinical Operations roadmap, ensuring patient experience and efficiency initiatives are scoped, prioritised, and executed to agreed timelines
• Plan project capacity, ensuring team input required into cross-functional launches are well planned and matched to team capacity
• Leverage performance analytics to influence Medical and Product teams in prioritising work that improves key service indicators
• Mentor and develop the team, building leadership capabilities and succession planning across the team.

Workforce Planning:

• Hold teams accountable to SLA targets with rapid diagnosis and root cause analysis of deviations
• Implement robust capacity planning and resource optimisation models and processes
• Lead flexible resourcing strategies, optimising the mix of permanent, locum, and BPO staff
• Represent Clinical Operations in Finance/S&OP meetings, highlighting forecast risks.

Performance Management:

• Implement comprehensive performance monitoring systems using real-time dashboards and analytics for our remote clinician workforce
• Establish and track KPIs across clinical quality and operational efficiency metrics
• Lead team interventions to support underperforming clinicians and drive improvement
• Partner with the Medical team on statistical process control and targeted protocol adherence audits
• Drive clinician engagement and retention through development programmes, recognition, and team events.

Strategic Operations and Scaling:

• Drive operational efficiency initiatives supporting business growth and profitability
• Partner with Product and AI teams to optimise clinical workflows and provider tools
• Lead new service launches with Product and Medical teams, ensuring smooth rollouts with minimal prescriber friction.

Budget Management and Performance Analysis:

• Set rolling 12-month Clinical Operations budget and cost-to-serve targets with Finance
• Deliver cost-saving initiatives on time and within budget parameters
• Lead team to provide timely and accurate performance reporting, identifying and prioritising improvement opportunities.

What you'll bring to HeliosX:

• Extensive relevant clinical operations experience, with at least 2 years' in a senior leadership role overseeing remote clinical services of 200+ clinicians, with responsibility for workforce planning and performance management
• Proven track record in telemedicine, digital health, or healthcare technology companies
• Good knowledge of healthcare regulations and compliance requirements in the UK market
• Experience with workforce planning systems, EMR platforms, and other telemedicine technologies
• High proficiency in healthcare analytics, performance metrics, and real-time monitoring systems
• Exceptional leadership and team management skills with experience scaling operations
• Strong analytical and problem-solving abilities with data-driven decision-making experience
• Excellent communication and stakeholder management skills across clinical and technical teams.

Life at HeliosX:

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget